5 months ago
Bogotá, Colombia or Mexico City, MexicoMid Level
Responsibilities
- Design, build, test, document, and maintain chatbot flows, IVR configurations, and N8N/Make automation workflows across nine countries.
- Develop and maintain PHP-based APIs used by bot and IVR systems and manage releases through Git pull-request workflows.
- Contribute to generative AI integrations, knowledge-base management, agentic automation, and prompt engineering.
- Translate CX Operations requirements into technical solutions, PRDs, and documentation while collaborating across countries and time zones.
- Participate in proofs of concept and technical evaluation, configuration, and integration work for Amazon Connect and UJET.
- Manage Jira backlog items, participate in Scrum ceremonies, ship unit- and integration-tested solutions, monitor performance, and report business impact.
Requirements
- Experience with PHP 8.x, RESTful API design and consumption, Postman, MySQL, Docker, and Git branching, pull-request, and release workflows.
- Experience with conversational AI and/or IVR platforms, plus understanding of generative AI concepts and agentic automation.
- Knowledge of SOLID principles, PSR standards, PHP best practices, and API documentation standards.
- Experience working in CX, fintech, or operations-embedded technical teams across multiple countries and cultures.
- Ability to deliver automation solutions autonomously, measure results, maintain well-tested and documented code, and collaborate cross-functionally with minimal supervision.
- Strong written and verbal communication, stakeholder-facing confidence, customer focus, data-driven delivery, and fluent English.
- Preferred qualifications include Python, JavaScript, N8N or Make, Zendesk AI Agents or similar chatbot platforms, Talkdesk or similar IVR platforms, Jira, Confluence, AWS basics, Amazon Connect or UJET, Spanish or Portuguese, and fintech, financial services, CX, or BPO experience.
Benefits
- 100% company-funded health coverage for employees and immediate family members.
- Life insurance.
- Indefinite-term contract.
- 20 vacation days and unlimited sick leave.
- $2,000 USD annual co-working travel perk and $2,000 USD annual professional development perk.
- Phone financing, headphone benefit, home office equipment allowance, wellness perks, and catered lunches.
Tech Stack
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