Senior Omnichannel Solutions Specialist – WhatsApp, AI, Customer Experience

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Quality Digital

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

☁️ SaaS

🤖 Artificial Intelligence

SaaS • Artificial Intelligence • Digital Commerce

Quality Digital is a leading technology company in Brazil with over 34 years of experience, specializing in accelerating digital transformation for businesses. They provide innovative digital solutions that enhance operational performance, governance, and customer communication through the use of specialized teams and digital platforms. Their services include IT optimization, automation, digital strategy, and AI analytics to create high-value experiences across multiple channels.

📋 Description

• Lead initiatives related to the evolution of digital customer service channels, with a focus on WhatsApp and omnichannel solutions. • Act as the primary point of contact between business areas, operations, technology, squads and vendors. • Understand stakeholders’ needs, challenges and opportunities, translating them into structured, prioritized initiatives. • Coordinate the execution of requests with the responsible teams, monitoring deliveries, dependencies, risks and action plans. • Facilitate communication across different areas to ensure alignment and prompt, effective decision-making. • Support the evolution of digital service journeys, driving continuous improvements in the customer experience. • Contribute to the definition and implementation of solutions using automation, virtual assistants, Generative AI, NLP and other technologies related to digital service. • Lead workshops, discovery sessions, requirements refinement and alignment meetings among the involved areas. • Support the management and prioritization of the initiative backlog together with business stakeholders. • Ensure visibility into the status, impediments and outcomes of the initiatives under your responsibility. • Coordinate vendors and external partners involved in projects and services. • Promote governance of requests and alignment between portfolio, strategy and the teams’ delivery capacity.

🎯 Requirements

• Experience in omnichannel, digital service or customer experience projects. • Experience implementing, evolving or managing WhatsApp Business solutions. • Experience acting as the interface between business areas, operations, technology and vendors. • Knowledge of contact center platforms, service platforms, chatbots, automation or customer experience tools. • Ability to understand complex corporate environments and identify the stakeholders required to build solutions. • Experience coordinating multiple initiatives simultaneously. • Experience with agile methodologies (Scrum, Kanban or similar). • Strong communication, negotiation and stakeholder management skills. • Advanced English for interaction with global teams and international vendors.

🏖️ Benefits

• Meal and/or grocery allowance for groceries and meals 🍴 • Medical and dental insurance so you and your family can stay healthy 💙 • Pharmacy partnerships offering discounts on medications 💊 • Childcare assistance according to current policy 🍼 • Partnership with SESC for a variety of cultural and leisure programs ✈ • Partnerships for language courses, technology training and online learning platforms 📚 • Payroll-deductible loans with attractive rates + financial education program 💰 • Corporate University and learning paths with content on technology, soft skills, market trends and more 👨‍💻 • Employee referral program with potential rewards and bonuses 🎁 • Group life insurance ⛑