Senior Omnichannel Solutions Specialist – WhatsApp, AI, Customer Experience

Customer SupportCustomer SupportFull TimeRemoteSeniorTeam 1,001-5,000H1B No SponsorCompany SiteLinkedIn

Location

Brazil

Posted

2 days ago

Salary

0

Seniority

Senior

Bachelor DegreePortugueseEnglish

Job Description

Senior Omnichannel Solutions Specialist – WhatsApp, AI, Customer Experience

Quality Digital

• Lead initiatives related to the evolution of digital customer service channels, with a focus on WhatsApp and omnichannel solutions. • Act as the primary point of contact between business areas, operations, technology, squads and vendors. • Understand stakeholders’ needs, challenges and opportunities, translating them into structured, prioritized initiatives. • Coordinate the execution of requests with the responsible teams, monitoring deliveries, dependencies, risks and action plans. • Facilitate communication across different areas to ensure alignment and prompt, effective decision-making. • Support the evolution of digital service journeys, driving continuous improvements in the customer experience. • Contribute to the definition and implementation of solutions using automation, virtual assistants, Generative AI, NLP and other technologies related to digital service. • Lead workshops, discovery sessions, requirements refinement and alignment meetings among the involved areas. • Support the management and prioritization of the initiative backlog together with business stakeholders. • Ensure visibility into the status, impediments and outcomes of the initiatives under your responsibility. • Coordinate vendors and external partners involved in projects and services. • Promote governance of requests and alignment between portfolio, strategy and the teams’ delivery capacity.

Job Requirements

  • Experience in omnichannel, digital service or customer experience projects.
  • Experience implementing, evolving or managing WhatsApp Business solutions.
  • Experience acting as the interface between business areas, operations, technology and vendors.
  • Knowledge of contact center platforms, service platforms, chatbots, automation or customer experience tools.
  • Ability to understand complex corporate environments and identify the stakeholders required to build solutions.
  • Experience coordinating multiple initiatives simultaneously.
  • Experience with agile methodologies (Scrum, Kanban or similar).
  • Strong communication, negotiation and stakeholder management skills.
  • Advanced English for interaction with global teams and international vendors.

Benefits

  • Meal and/or grocery allowance for groceries and meals 🍴
  • Medical and dental insurance so you and your family can stay healthy 💙
  • Pharmacy partnerships offering discounts on medications 💊
  • Childcare assistance according to current policy 🍼
  • Partnership with SESC for a variety of cultural and leisure programs ✈
  • Partnerships for language courses, technology training and online learning platforms 📚
  • Payroll-deductible loans with attractive rates + financial education program 💰
  • Corporate University and learning paths with content on technology, soft skills, market trends and more 👨‍💻
  • Employee referral program with potential rewards and bonuses 🎁
  • Group life insurance ⛑

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