• Atuar na configuração, implantação e otimização de BOTs e automações de atendimento; • Parametrizar fluxos automáticos e regras inteligentes que otimizem o trabalho humano; • Utilizar ferramentas como Ultimate e demais soluções de IA conversacional; • Apoiar a integração do BOT com plataformas como Zendesk; • Monitorar métricas de desempenho das automações e identificar oportunidades de melhoria; • Colaborar com equipes de CX e Tecnologia para propor soluções inovadoras.

• Implement new operational support technologies (e.g., Zendesk Copilot), developing practical solutions to streamline the daily work of support teams; • Improve training processes, ensuring tools and learning methods are aligned with team needs; • Plan and deliver technical training, teaching the use of new platforms, automations, and digital workflows; • Support onboarding and continuous education for support teams, integrating training practices into the technology projects you contribute to; • Manage rules and flows within Zendesk, maintain the internal knowledge base up to date, and document procedures; • Collaborate with CX Intelligence teams and other CAP areas, ensuring information consistency and currency; • Act as a communication channel between the projects you support and the support operation, as well as other involved teams; • Update internal documentation (KCS), maintaining traceability and applicability of acquired learnings.

• Implement, maintain, and improve customer service flows in Zendesk; • Create and manage automations, triggers, and macros within the platform; • Support integrations between Zendesk and other platforms; • Develop reports, dashboards, and metrics in Zendesk Explore; • Monitor operational performance and recommend adjustments to flows and configurations; • Collaborate with internal teams to deliver solutions that enhance the customer journey.

• Execute and monitor the registration, control and settlement of fixed income instruments, primarily CDBs and government bonds, at registration and clearing houses (B3-Cetip, Selic and Nuclea); • Ensure daily accrual calculation (interest accrual) for assets and liabilities, making certain internal systems accurately reflect the agreed terms; • Design and perform reconciliations between internal systems, counterparties and clearinghouse statements, resolving any discrepancies; • Ensure compliance with all Central Bank regulations and clearinghouse manuals, mitigating operational risks.