10 hours ago
Remote, BrazilMid Level
Base Salary
$65k - $75k/yr
Responsibilities
- Design, build, tune, and validate agentic voice and chat IVAs on the Capacity platform using prompts, tool and API calling, RAG, and guardrails.
- Implement, configure, and support Agent Guidance workflows with conditional branching, compliance prompts, inbound data retrieval, and outbound data capture.
- Own technical integrations for customer deployments, including Cisco CTI, SIP/telephony, CRMs, REST and other APIs, and SharePoint or other knowledge sources.
- Monitor production deployments, maintain uptime, resolve issues, maintain runbooks and alerting, and serve as a Sev 1 on-call responder.
- Act as the primary Portuguese-speaking technical liaison between customer technical teams and Capacity teams.
- Localize and validate solutions in Brazilian Portuguese across dashboards, reports, and user interfaces.
- Lead discovery, process mapping, requirements gathering, integration specifications, technical documentation, and delivery planning.
- Write and execute integration, workflow, and conversation-flow test cases and support UAT, pilots, POCs, and go-live validation.
- Support production dashboards and reporting, including AHT, concurrent users, AI question volume, and response time.
- Maintain Jira documentation and epic hygiene and build repeatable delivery playbooks for Brazil and LATAM.
- Lead technical delivery across multiple accounts, including planning, work distribution, customer communication, and delivery accountability.
Requirements
- Bachelor’s degree or equivalent experience.
- At least 4 years of experience in a client-facing technical role.
- At least 5 years of experience building API integrations using REST, SOAP, or GraphQL, with fluency in JSON, logs, authentication flows, structured data, and field mapping.
- Fluent Brazilian Portuguese and professional working English.
- Proficiency in Python and JavaScript and a deep understanding of relational database design for integration use cases.
- Hands-on experience integrating contact-center and telephony platforms; Cisco CTI or Contact Center experience is strongly preferred.
- Experience with SIP/PSTN integrations and agentic voice or conversational AI solutions, including call-flow design, escalation logic, migrations, prompt engineering, RAG, guardrails, and model-behavior validation.
- Experience supporting production systems, incident response, and Sev 1 escalations, with willingness to participate in on-call rotations.
- Excel proficiency; SQL and BI tools such as Power BI are preferred.
- Strong communication, consultative delivery, process-mapping, requirements-documentation, presentation, executive-update, and escalation skills.
- Demonstrated ability to lead client technical delivery across multiple accounts using Jira or similar tools.
- Experience with contact centers, conversation analytics, agentic AI, LLM behavior, Salesforce or similar CRM integrations, regulated enterprise environments, or enterprise onboarding through renewal and expansion is preferred.
- Preferably based in Brazil and eligible to work in Brazil.
Benefits
- Remote, full-time role based in Brazil; candidates outside Brazil may be considered for a contracting arrangement depending on location.
- Employer-paid health insurance for the employee and eligible dependents.
- Profit Interest Units or incentive compensation.
- Unlimited vacation policy.
- 401(k) with company match.
- Short-term disability insurance.
- Group life and AD&D insurance.
- Supportive, diverse, respectful, and collaborative workplace culture.
- Opportunities to support and educate students through the affiliated Create A Loop nonprofit.
Tech Stack
Categories
Solutions Engineering
About Capacity
Capacity builds an AI-powered support automation platform for enterprises, offering virtual agents, agent assist, and workflow automation across chat, SMS, voice, email, web, and help desk tools. It sells its software as a SaaS subscription and has expanded via acquisitions (including Linc, SmartAction, LumenVox, Textel, Verbio, and YouCanBookMe). Founded in 2017 by David Karandish and Chris Sims within the Equity.com incubator, the company is headquartered in the St. Louis, Missouri area.