Customer Success Engineer II

• Design, build, and tune Agentic IVAs for voice and chat on the Capacity platform
• Implement, configure, and support Agent Guidance workflows with conditional branching and compliance/disclosure prompting
• Connect workflows to customer systems for inbound data retrieval and outbound data capture
• Integrate Cisco CTI, SIP/telephony, customer CRMs, service and REST APIs, SharePoint, and other knowledge sources
• Own uptime and production health of customer IVA and Agent Guidance deployments
• Monitor proactively, resolve issues, and maintain runbooks and alerting
• Serve as technical responder for Sev 1 issues in the on-call rotation
• Triage and reproduce incidents, coordinate with Engineering, Support, and Delivery, communicate status to customers, and drive root-cause analysis
• Serve 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 agent/admin interfaces
• Lead discovery and requirements gathering, including process mapping, field-mapping matrices, and integration specifications
• Produce technical and functional documentation to scope and size delivery effort
• Write and execute test cases for integrations, workflows, and conversation flows before UAT
• Support production dashboards and reporting, including AHT, concurrent user counts, AI question volume, and response time
• Provide technical support during POC, pilot, and UAT windows
• Assist with UAT sessions, test-call triage, defect reproduction/logging, go-live validation, and ticket coordination
• Maintain documentation and Jira epic hygiene throughout engagements
• Build repeatable delivery playbooks and documentation for Brazil/LATAM technical delivery and support
• Own a portfolio of enterprise accounts, including production uptime and Sev 1 response

• Bachelor’s degree or equivalent experience
• 4+ years in a client-facing technical role
• Fluent in Brazilian Portuguese and professional working English
• 5+ years building API integrations using REST, SOAP, or GraphQL
• Technical fluency in JSON, logs, authentication flows, structured data, and field mapping
• Proficient in Python and JavaScript
• Deep understanding of relational database design for integration use cases
• Hands-on experience integrating contact-center and telephony platforms
• Experience building or migrating agentic voice or conversational AI solutions
• Hands-on prompt engineering, RAG configuration, guardrails, and validation of model behavior against structured test scripts
• Experience supporting production systems, including incident response and Sev 1 escalations
• Willingness to participate in an on-call rotation and occasionally extend coverage during critical windows
• Excel required
• SQL and BI tools such as Power BI preferred
• Ability to turn data into clear recommendations
• Excellent communication and consultative delivery skills
• Demonstrated ability to lead technical delivery for a client while managing multiple accounts
• Jira or similar agile tools
• Preferably based in Brazil and eligible to work in Brazil
• Cisco CTI/Contact Center experience strongly preferred
• Experience with contact center, conversation analytics, and agentic AI nice to have
• Working knowledge of LLM prompts, knowledge grounding, and response-quality evaluation nice to have
• Experience in utilities, energy, or another regulated enterprise contact-center environment nice to have
• Familiarity with Salesforce or similar CRM integration patterns nice to have
• Enterprise experience from onboarding through renewal and expansion nice to have

• Employer-paid health insurance (for you and your eligible dependents)
• Profit Interest Units/incentive compensation
• Unlimited vacation policy
• 401(k) with a company match
• Short term disability insurance
• Group life AD&D insurance
• A supportive, diverse workplace where we prioritize respect for each other and our clients
• A fun and collaborative team culture
• Remote work arrangement
• Opportunities to serve and educate Create A Loop students throughout the year