Senior Customer Experience Analyst

Description

Job Summary: As a Senior Analyst, you will contribute to the continuous improvement of processes through development, automation, and enhancement of technical solutions that support intelligent curation of the knowledge base and the AI ecosystem. Key Highlights: 1. Development of Python-based AI solutions. 2. Support for the implementation and evolution of LLM-based solutions. 3. Collaboration with AI, Process, Technology, and Business teams. **Vice Presidency:** Customer Experience **Work Location:** Av. Eng. Luís Carlos Berrini, 1376, São Paulo \- SP **Directorate:** B2X Call Center Strategy At the VP of Customer Experience, we believe "The customer's time is Now," and as a Senior Analyst in the AI Curation Management team, your role will be to contribute to the continuous improvement of processes through development, automation, and enhancement of technical solutions that support intelligent curation of the knowledge base and the AI ecosystem — driving operational efficiency gains, information quality improvements, and continuous enhancement of AI agents and assistants. **Responsibilities and Duties** **Responsibilities and Duties** ----------------------------------- * Develop, maintain, and enhance **routine and process automations** supporting AI Curation, contributing to operational efficiency and reduction of manual tasks. * Work on **Python-based solution development**, including scripts, integrations, and data processing used in curation, monitoring, and continuous AI improvement workflows. * Support the **implementation and evolution of LLM-based solutions**, including API consumption, prompt engineering, and analysis of outputs for use in automations, AI agents, and assistants. * Provide technical contributions to **Intelligent Curation** initiatives, supporting: * organization and structuring of the knowledge base; * content hygiene, standardization, and continuous evolution used by AI. * Support creation and maintenance of **technical metrics, alerts, and analyses** related to AI performance, accuracy, and reliability. * Collaborate with **AI, Process, Technology, and Business teams**, translating operational needs into viable technical solutions. * Document technical solutions, automations, and workflows, ensuring **traceability, governance, and sustainability of deliverables**. * Manage the AI Curation technical improvement backlog, supporting prioritization, execution, and tracking of deliverables. **Requirements and Qualifications** ### **Education and Technical Foundation** * Preferred education in **Information Technology, Computer Science, Engineering, Information Systems, Statistics**, or related fields. * Prior experience as a **Senior Analyst** or equivalent role with proven technical expertise. ### **Programming and Automation** * Proficiency in **Python**, with focus on: * Routine and process automation; * Data manipulation and processing (e.g., pandas, numpy, or equivalents); * Script development for system or database integrations. * Experience with **process automation** (RPA, scripts, jobs, pipelines, or automated workflows). ### **Artificial Intelligence and LLMs** * Knowledge of **Large Language Models (LLMs)**, including: * Use of LLM APIs; * Prompt structuring; * Response consumption and output handling. * Familiarity with **prompt engineering** and enterprise applications of LLMs (e.g., knowledge base querying, response automation, decision support). ### **Logical Thinking and Structuring** * Ability to **model technical solutions** from business problems. * Logical reasoning, organization, and attention to code and deliverable quality. ### **Collaboration and Communication** * Ability to operate in a **multidisciplinary environment**, engaging with Business, Process, AI, and Technology areas. * Strong communication skills to document technical solutions and support internal users. **Additional Information** See what we offer\* you: At Vivo, we spare no effort in supporting and valuing our employees. These are not just excellent benefits — they’re also flexible. * Choose the ideal benefit for you and your dependents via a digital platform offering multiple categories: Gym, Meal Voucher (VR), Food Voucher (VA), Pharmacy Allowance, Medical Assistance, Dental Assistance, and Life Insurance; * Corporate mobile phone. Yes — a brand-new smartphone for you! * Unlimited voice and data plan! Yes — unlimited! With Brazil’s best mobile network, even faster with Vivo’s 5G! * An exclusive Vivo offer with special discounts on landline, broadband, TV, and apps; * Eligibility for annual Bonus or Profit Sharing (PPR); * Plan your future through our Private Pension Plan; * Have children? You’ll receive a subsidy to help cover school, daycare, or nanny expenses; * Work in an environment that respects your personality, dress style, individuality — and where you can be authentically you. \#VemdeVocê * Remote work up to two days per week. \#Mobility * Flexible working hours; * Enjoy a day off (Day Off) to celebrate your birthday; * Participate in one of the largest corporate volunteer programs to transform the world; * Access our Educational Development Program offering partnerships with educational institutions at discounted rates; certifications; and online courses. * Accelerate your career through our Internal Recruitment Program — in Brazil or abroad, as we operate in over 17 countries! \#VivoMinhaCarreira * Benefit from numerous initiatives to improve your physical, emotional, and social well-being! Here, we have \#VivoBemEstar, encouraging our team to adopt healthy habits and enjoy a higher quality of life! Services available to our employees include nutritionist consultations, psychologists, social workers, telemedicine, and more! \#VempraVivo We are part of Telefônica Group, Brazil’s telecommunications leader. Our purpose is to **Digitalize to Connect** people, businesses, and society — building a more connected nation and transforming the lives of Brazilians. We aim to expand our customers’ autonomy, personalization, and real-time choices — placing them in control of their digital lives with security and reliability — all delivered with the quality only Vivo provides. To achieve this, we lead a digital transformation process and are revolutionizing our company from within. We’ve implemented agile methodologies across the entire organization, seeking to align with the most innovative and collaborative ways of working. We foster a diverse and inclusive environment that stimulates creativity, drives innovation, and increases engagement. At Vivo, culture is the force that transforms strategy into action. We are driven by **Purple Passion** — our unique ability to envision, execute, and overcome barriers with entrepreneurial courage, anticipate trends, and build a future we’re proud of. This energy connects diversity, innovation, and sustainability — turning purpose into impact through technology and its infinite possibilities. **To embody this essence, we seek people who embrace our 5 Passions** — behaviors reflecting who we are and how we make a difference: * **"The customer's time is now"**: Immediately address what truly matters to the customer. * **"People are our best technology"**: Adopt a constructive attitude, collaborate, and trust in human connections. * **"Curiosity works well"**: Act courageously, test new ideas, and learn from every discovery. * **"Simplicity is possible"**: Get straight to the point, solve with the right people, and simplify the path. * **"Results are my responsibility"**: Own your actions and outcomes, recognizing that omissions also generate impact. We believe **diversity** — of people, experiences, cultures, behaviors, skills, and attitudes — is a differentiator reflecting the society we live in. We maintain a robust internal program grounded in five pillars: Gender, LGBTI\+, Race, Persons with Disabilities (PcD), and 50\+ — to ensure a more inclusive culture and a more diverse, representative workplace. We are a **technology** company inspired by diversity and **innovation**, offering space for everyone, supporting and embracing differences. We believe the path to delivering the best experience to our customers begins with providing an excellent experience to our employees. **\#VemPraVivo**