This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Omnichannel Solutions Specialist (WhatsApp, AI & Customer Experience) based in Brazil.

This role is designed for a professional passionate about digital customer experiences, omnichannel solutions, and emerging technologies.
You will act as a strategic bridge between business teams, operations, technology squads, and external partners.
The position focuses on evolving digital service channels, especially WhatsApp-based solutions and AI-powered customer interactions.
You will help transform business needs into scalable, efficient, and customer-centric solutions.
Working across multiple stakeholders, you will drive alignment, execution, and continuous improvement initiatives.
This is an opportunity to contribute to innovative customer experience projects within a collaborative and technology-driven environment.

The Senior Omnichannel Solutions Specialist will be responsible for leading initiatives that improve digital customer journeys and ensure successful delivery of omnichannel solutions. The role requires strong stakeholder management, business understanding, and the ability to coordinate teams toward strategic outcomes.

• 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 continuous improvement of digital customer journeys through innovative solutions and operational enhancements.
• Participate in the design and implementation of solutions involving automation, virtual assistants, Generative AI, NLP, and related customer experience technologies.
• Conduct discovery sessions, workshops, requirement refinements, and alignment meetings with key stakeholders.
• Support backlog management and prioritization alongside business teams and product stakeholders.
• Ensure visibility into project status, challenges, outcomes, and improvement opportunities.
• Coordinate external vendors and technology partners involved in digital service initiatives.
• Promote governance practices that align business priorities, delivery capacity, and strategic objectives.
• Manage customer interactions through official support channels, ensuring timely responses and adherence to service-level expectations.
• Identify post-sales issues and coordinate with relevant teams to improve products, platforms, and customer experiences.

Requirements

The ideal candidate should have strong experience in omnichannel customer experience, digital service transformation, and technology-enabled business solutions. This professional should be comfortable operating across business and technical environments, managing complex initiatives, and influencing stakeholders without direct authority.

• 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.
• Ability to understand complex corporate environments and identify the right stakeholders, systems, and processes required for successful delivery.
• 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 for collaboration with international teams and global partners.
• Experience with platforms such as Twilio, Genesys, Salesforce, Zendesk, Microsoft Dynamics, or similar solutions is a plus.
• Previous involvement in projects using Generative AI, Large Language Models (LLMs), NLP, or customer service automation is desirable.
• Knowledge of Customer Journey Mapping and Customer Experience practices.
• Experience in Consumer Care, customer support operations, SAC, or contact center environments.
• Familiarity with Agile, Product Management, Customer Experience, or Project Management certifications is a plus.
• Strong organizational skills, prioritization abilities, proactive mindset, and focus on business outcomes.
• Ability to build relationships, connect teams, and drive initiatives through collaboration and influence.

Benefits

• Fully remote work model.
• Working hours from 9:00 AM to 6:00 PM, Monday to Friday.
• Meal and/or food allowance for daily expenses.
• Medical and dental insurance coverage for employees and dependents.
• Pharmacy partnerships offering discounts on medications.
• Childcare assistance according to company policy.
• Access to cultural, leisure, and wellbeing programs through partner networks.
• Discounts and partnerships for language learning, technology courses, and professional development platforms.
• Payroll loan options with attractive rates and financial education programs.
• Corporate university and learning paths focused on technology, soft skills, and market trends.
• Employee referral program with rewards and bonuses.
• Collective life insurance.
• Opportunities for professional growth and continuous learning in a technology-focused environment.

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

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