Senior Omnichannel Solutions Specialist (WhatsApp, AI & Customer Experience)
New
J
JobgetherSecurity & IT
Brazil, 9:00 AM to 6:00 PM, Monday to FridayFull-TimeSenior
Salary not disclosed
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Job Details
- Languages
- Advanced English proficiency
- Required Skills
- AgileSalesforceZendeskNLPGenerative AI
Requirements
- Proven experience in omnichannel projects, digital customer service, customer experience, or related transformation initiatives.
- Hands-on experience implementing, evolving, or managing WhatsApp Business solutions.
- Experience acting as an interface between business teams, operations, technology departments, and external providers.
- Knowledge of customer service platforms, contact center solutions, chatbots, automation tools, or CX technologies.
- Experience coordinating multiple initiatives simultaneously in fast-paced environments.
- Familiarity with Agile methodologies such as Scrum, Kanban, or similar approaches.
- Strong communication, negotiation, and stakeholder management skills.
- Advanced English proficiency.
- Experience in Consumer Care, customer support operations, SAC, or contact center environments.
- Knowledge of Customer Journey Mapping and Customer Experience practices.
Responsibilities
- Lead initiatives focused on the evolution of digital customer service channels, with emphasis on WhatsApp, automation, and omnichannel experiences.
- Act as the main connection point between business areas, operations, technology teams, development squads, and external suppliers.
- Translate business challenges and customer needs into structured initiatives, requirements, and prioritized actions.
- Coordinate execution across multiple teams, monitoring progress, dependencies, risks, and delivery plans.
- Facilitate communication and decision-making between stakeholders to ensure efficient project execution.
- Support the design and implementation of solutions involving automation, virtual assistants, Generative AI, and NLP.
- Coordinate external vendors and technology partners involved in digital service initiatives.
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