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Job Summary: Drive the evolution of AI solutions in customer service, optimizing bot workflows, integrations, and customer journeys to deliver a more fluid and efficient experience. Key Highlights: 1. Evolution of AI solutions for customer service. 2. Optimization of bots and customer journeys for improved customer experience. 3. System connectivity and bot intelligence. ### **100% Remote Position** **Here, we connect the world** -------------------------------- Sensedia is a market leader in APIs, providing integration solutions and consulting services to major enterprises across Brazil and globally, spanning diverse industries. Beyond its API Management platform, Sensedia’s portfolio includes Sensedia Integrations, Service Mesh, API Adaptive Governance, Events Hub, Open Banking & Finance, and strategic Professional Services teams. Working here means being part of a plural, relaxed, and innovative culture. It’s for those who dare to go beyond, think outside the box, and act boldly. We prefer to ask for forgiveness rather than permission—and are always ready to transform and reinvent ourselves. Our people are extraordinary, and you can be part of it all. We are committed to fostering an inclusive and respectful workplace. Learn more on our website: https://br.sensedia.com/sensedia\-careers ### **What is the mission of this role?** Advance AI solutions in customer service by improving bot workflows, integrations, and customer journeys to make the experience more fluid and efficient. Day-to-day, this means analyzing existing systems, identifying friction points, and practically driving continuous improvement across customer interaction flows—from initial contact through to issue resolution. You will help organize customer journeys, integrate systems via APIs, and enhance bot intelligence—ensuring bots truly resolve issues rather than merely redirecting requests. This is a role with ample space to propose improvements, experiment with new approaches, and contribute to building a more structured foundation for AI usage in this domain. ### **What will your day\-to\-day activities be?** * Evolve and optimize existing customer service bots * Map and improve customer service journeys * Orchestrate workflows among bots, systems, and teams * Develop and maintain integrations via APIs and webhooks * Work with cloud-based solutions (AWS and/or GCP) * Identify automation opportunities and efficiency gains * Monitor and analyze workflow performance and propose improvements ### **What are the mandatory requirements for this role?** * Experience with bots, automation, or customer service solutions * Ability to map and structure customer service workflows/journeys * Python development experience * Knowledge of REST APIs and system integrations * Hands\-on experience with cloud environments (AWS and/or GCP) ### **What are the preferred qualifications for this role?** * Experience with platforms such as Zendesk, Blip, or Ultimate * Experience with chatbots / conversational AI * Customer service experience (CX or support) * Basic understanding of system architecture * Experience in high\-growth environments or new projects * Intermediate English proficiency ### **Here’s what you’ll find with us:** * Meal/Voucher Card (Flash Benefits), Health Insurance, Dental Insurance, Life Insurance, Profit Sharing Program (PPR), TotalPass, Childcare Assistance, Well\-Being Program (focused on physical and mental health), Corporate University (our \#SensediaAcademy) offering multiple learning paths; Cultural and educational partners with special discounts; As a responsible corporate citizen, we offer extended maternity and paternity leave. * We embrace **\#WorkWhereYouBelong**, our flexible work model designed to strengthen the sense of belonging among Sensediers. Work where you belong—because physical barriers have diminished, and the feeling is that there is only one Sensedia, no matter where you work. **This opportunity is also open to persons with disabilities (PCD)! ;)** Do your experiences align? Apply now and discover Brazil’s leading API reference! We want you on our team!! * To foster increasingly diverse teams and plural workplaces, our mission is to *map* the various audiences we reach through this initiative! So we’ll ask a few brief questions related to diversity\*, okay? \=) ##### ***\*Personal and sensitive personal data collected will be processed in accordance with the General Data Protection Law (Law No. 13,709/2018)***
