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Qualifications:
• Computer Engineer with 18+ years of experience managing, consulting, and software development focused on the Contact Center industry.
• Google Cloud Certified: Professional Cloud Architect and Associate Cloud Engineer.
Experience in Google Dialogflow building chatbots and voicebots, delivering customer self-service using Google Contact Center AI.
• Microsoft Certified: Azure AI Fundamentals.
• Providing Contact Center domain expertise supporting the technical relationship with customers and partners. This includes product and solution briefings, proof-of-concept (PoC) projects.
• Knowledge of scoping, sizing and defining Statement of Work (SoW).
• Supporting Sales teams to identify cross-sell/up-sell opportunities and answer RFPs for Cloud and On-Premise Solutions.
• Familiarity with Customer Experience (CX) and how to improve customer interactions.
• Digital Transformation: helping clients to envision and restructure business value and to apply new technologies such as Artificial Intelligence services and Omnichannel solutions.
• Product management: building business cases and defining requirements for product enhancements. Able to respond to functional and technical requirements to a software solution.
• Project management: using PMBOK principles and Agile Frameworks as SCRUM and Kanban.
• Experience in application development using C#, Java, and Python, integrating a wide range of systems through Web Services, databases, and native APIs.
Key Skills:
• Strong problem-solving and critical-thinking skills with a natural aptitude to improve current processes and suggest relevant innovations.
• Experience in a customer-facing role, establishing long-term relationships with customers. Travelling to customer sites in the EMEA region, in countries such as Belgium, South Africa, Israel, Saudi Arabia, Portugal, and others.
• Ability to quickly learn, understand and work with new emerging technologies and solutions in the cloud/IT technology space.
Dual-nationality: Brazilian and Portuguese