Customer Success Engineer II

Capacity

. Design, build, and tune Agentic IVAs for voice and chat on the Capacity platform .

Posted 10/10/2026full-timeRemote • BrazilMid-LevelSenior💰 $65,000 - $75,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in building and integrating Agentic IVAs and API solutions, with a strong focus on production support and incident management. Proficient in Brazilian Portuguese and English, with a proven ability to lead technical delivery and manage client relationships effectively.

Highest-signal resume keywords

API Integration Using REST, SOAP, GraphQLFluent in Brazilian Portuguese and EnglishTechnical Support for Production SystemsExperience with Cisco CTI/Contact CenterHands-On Experience with Python and JavaScript

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

API IntegrationJSONRelational Database DesignPrompt EngineeringIncident ResponseData AnalysisTest Case WritingField MappingProduction SupportTechnical Documentation

Soft Skills

Excellent CommunicationConsultative DeliveryClient ManagementProblem-SolvingTeam Collaboration

Tools & Technologies

JiraPower BIExcelCisco CTISIP/TelephonyService APIsSharePointBI Tools

Industry Keywords

Conversational AIContact CenterAgentic Voice SolutionsUtilitiesEnergyRegulated Enterprise

Tech Stack

Tools & technologies

GraphQLJavaScriptPythonSOAPSQL

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

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

Benefits

Comp & perks

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