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Salary: USD 65,000 - 75,000 / annual
Capacity is an AI-powered support automation platform that helps teams automate support and business processes through an omni-channel solution. The company has raised over $100 million and serves enterprise customers globally.
As a Customer Success Engineer II, you will be the hands-on technical owner for building, tuning, and supporting Agentic Intelligent Virtual Agents (IVAs) and Agent Guidance workflows for enterprise customers across Brazil and LATAM. You will report to the Director of Customer Success Engineering and work closely with Project Managers, Builders, QA, Support, Solution Consultants, and Sales.
Key responsibilities include:
• Design, build, and tune Agentic IVAs (voice and chat) including behavioral, procedural, and RAG-based prompts, tool and API calling, and guardrails; validate behavior against structured test scripts.
• Implement, configure, and support Agent Guidance: build guided workflows with conditional branching, compliance and disclosure prompting, and connect them to customer systems for inbound data retrieval and outbound data capture.
• Own hands-on technical integration for customer deployments: Cisco CTI integration (event mapping for screen-pop and other triggers), SIP/telephony configuration and testing, and integration with customer CRMs, service and REST APIs, and knowledge sources.
• Own uptime and production health of customer IVA and Agent Guidance deployments: monitor proactively, resolve issues before customers notice them, maintain runbooks and alerting, and serve as technical responder for Sev 1 issues on an on-call rotation.
• Serve as the primary Portuguese-speaking technical liaison between customer technical teams (contact center, telephony, systems integrators) and Capacity's teams, translating client technical requirements into implementation plans.
• Localize and validate solutions in Brazilian Portuguese across dashboards, reports, and agent/admin interfaces.
• Lead discovery and requirements gathering (process mapping, field-mapping matrices, integration specs) and produce technical and functional documentation.
• Write and execute test cases for integrations, workflows, and conversation flows prior to UAT.
• Support production dashboards and reporting (AHT, concurrent user counts, AI question volume and response time) in partnership with Capacity's Conversation Intelligence and BI teams.
• Provide day-to-day technical support during POC, pilot, and UAT windows, including UAT sessions, test-call triage, defect reproduction and logging, go-live validation, and coordination with Support and CSE teams.
• Maintain accurate documentation and epic hygiene within Jira throughout each engagement.
• Build repeatable delivery playbooks and documentation to scale Brazil/LATAM technical delivery and support capability across accounts.
Your first 30 days will involve learning the platform and shadowing launches, deployments, and customer calls. By 60 days you will co-lead customer meetings, own IVA builds, and join the on-call rotation. By 90 days you will own a portfolio of accounts, including production uptime and Sev 1 response.
Tools used: Jira, Slack, Google Workspace, Smartsheet, Power BI, SQL, and the Capacity platform (training provided).
REQUIREMENTS:
The posting does not explicitly state years of experience or formal education requirements in the provided excerpt. However, the role requires:
- Fluency in Portuguese (Brazilian Portuguese preferred) for customer-facing technical liaison work
- Technical proficiency with Cisco CTI integration, SIP/telephony configuration, CRM and REST API integration
- Experience with AI/ML platforms, prompt engineering, and agentic workflows
- Familiarity with contact center operations and workflows
- Ability to work on-call for Sev 1 production issues
- Strong documentation and technical writing skills
- Experience with Jira, SQL, and BI tools preferred
