Customer Success Engineer II

Job not on LinkedIn

🔥 16 hours ago

🇧🇷 Brazil – Remote

💵 $65k - $75k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🧑‍🔧 Technical Customer Success Manager

👻 Ghost score 0%

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Capacity

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1999

📦 Logistics

🛍️ eCommerce

🚗 Transport

Logistics • eCommerce • Transport

Capacity is a third-party logistics (3PL) and fulfillment company that provides nationwide U. S. and UK warehousing, order fulfillment, and value-added services for eCommerce, DTC, and retail brands. The company emphasizes smooth onboarding, integrated technology and data to power decisions, and tailored operations (including hazmat handling and retail/node selection) to protect brand experience and support growth. Capacity partners with consumer-facing brands across beauty, wellness, apparel, electronics, and CPG to deliver fast, cost-effective distribution and omnichannel fulfillment.

📋 Description

• 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

• 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

• 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