- Analyze and improve existing conversational design practice to increase the quality and effectiveness of conversational project deliveries;- Contribute to strategic client projects as a conversation design specialist;- Create personas and user journeys for the implementation of chatbots and automated engagement flows;- Document conversation flows using techniques, tools and best practices in conversational projects;- Conduct handover meetings to implementation and customer support teams;- Support for the sale of professional services and added value;- Present CX insights: keep team and clients updated on market trends;- Part of the company's global CX initiative, bringing process improvement practices and initiatives;- Champion Analyst for LATAM Region of the Global CX and Conversation Design Initiatives.

- Validate the technical feasibility and (re)estimate projects in the pipeline. Document, validate, map business requirements and create scope of work / project according to internal processes and proposed solutions, within the functionalities of company's products.- Conduct kick-off meetings for internal and external projects, ensuring agreed deadlines, conflicts and products produced from problems not from problems.- Manage project pipeline: organize the tasks of each milestone, start date and duo date of activities, manage project budget according to the worked logged hours.- Work on the implementation of projects, aiming customer satisfaction within the solution.- Conduct training, consulting and knowledge sharing sessions for all the company's solutions externally and internally.- High Level / Premium support for pre-sales, sales and customer support times, according to each demand.- Manage project documentation, keeping it up to date and conduct knowledge sharing sessions to support teams.- Champion analyst for product Answers internal community – LATAM Region: SaaS solution developed in-house for creating and managing chatbots.

- Go to meetings with clients together with account executives and propose the best solutions for great results and excellent problem solving, based on the company's product portfolio;- Do presentations and technicals supports in the integration of the various solutions of the company's portfolio - SMS, WhatsApp, Facebook Messenger, RCS, Google Business Messages, Apple Business Chat, Live Chat, Live Messaging, e-Mail, Voice, Broadcast, CRM, Push;- Run consultancy and support in the development of conversations and dialog flows for customers' chatbots and internal company actions;- Run consultancy and support in the creation of knowledge bases for intelligent bots, using the natural language processing (NLP) native engine on Answers tool;- "Champion" of the Answers tool on the region Brazil, fully inhouse developed for creation and total management of chatbots. This Champion is an analyst who is focused and responsible, for each strategic region of the company, for taking to the product team in Croatia the pains and suggestions for tool's improving as well as defending important priorities and requests. The Champion is also responsible for providing internal and external training on the use of the tool;- Internal and external instructor, chatbot advocate and its technologies;- Internal and external consultant and instructor, UX Writing methodology and techniques advocate. Precursor to the application of these techniques in the Brazil region and member of the global Conversation Design team;- Run integration and management of official WhatsApp commercial accounts (WABAs) - onboard new accounts and template management.

- Conduct technical meetings mapping and documenting project's technical requirements.- Build project scope specification- Build macro conversation flow- Manage schedules, goals / metrics and interactions with internal and external customers.- Drive squad's dailys and weeklys- Manage squad's demands and sprints- Ensure project mat process (deadlines, deliveries, meetings)- Map and propose new business opportunities- Collaborate with platform evolution- Maintain updated communication between internal and external teams- Support business team with tactical responses and strategic solutions- Support clients with integrations and effective results- Support technical team - Support implementation and customer success teams- Be the squad shield, protecting from interference and non updated information

- Chatbot conversational flows development.- Flowchart design using draw.io and Bot Society tools.- Persona and voice tone creation.- Storytelling creation, mapping successes and collecting variable information.- Customer Success analysis, raising improvements for greater engagement and conversion.- Run A/B Tests to improve chatbots performance.- Integrate and understand NLP-Natural Language Processing external engines: IBM Watson, Dialogflow, QnA Maker.- Integrate external systems using REST API and webhooks calls.- Improve team’s and company’s mapping processes.- Speaker, professor and advocate for the chatbot technology and bot framework company’s tool (Zenvia Flow).- Professor in the Zenvia Academy project - Chatbot Master Certification.- OKR Champion: OKR methodology consultant, multiplier and internal reference - Objectives and Key Results

- Expertise in mobile services with monetization through Carrier Billing.- VAS - Value Added Services projects management.- VAS projects technical relationship and support.- Technical relationship with mobile operators around the world.- MEF's (Mobile Ecosystem Forum) and Anatel's (Brazilian governmental regulatory agency) good practices reference.

- Support tickets of company's customers.- Responsible for training and guidance to customers on the use of new platforms.- Monitoring results and customer indicators to improve results.