Technical Innovation Lead

Há 14 horas


Vila Real, Vila Real, Portugal Phiture Tempo inteiro

About the Role

The Technical Innovation Lead for Customer Service Enhancement at Phiture is a strategic and hands-on professional who drives the implementation, testing, and validation of cutting-edge technical solutions to elevate customer experiences. This role involves leveraging advanced technologies such as LiveChat, WhatsApp Business, chatbot automation, and API design to enhance customer service processes in B2C points of delivery for power and gas.

Key Responsibilities:
- Identify and implement appropriate technologies to meet operational and customer needs, focusing on improving customer experience and operational efficiency through tools like WhatsApp Business, company CRM, and Talkdesk;
- Design, implement, and test new processes or technology solutions that address identified needs, ensuring these solutions are scalable, cost-effective, and have a tangible impact on improving customer service;
- Collaborate with multidisciplinary teams to implement solutions and lead projects from inception to completion using agile methodologies, ensuring timely delivery, within scope, and meeting quality standards;
- Utilize advanced automation tools to significantly reduce manual efforts and ensure high accuracy and swift responsiveness in customer service operations;

Requirements:
- Bachelor's degree in business, IT, or related field;
- At least 4-6 years of hands-on experience in technical roles related to customer service innovation, including API design, integration, and implementation of complex technical solutions;
- Experience in employing AI models, such as OpenAI models, to improve customer interactions and operational efficiency;
- Familiarity with Microsoft Power Apps for creating custom business applications and automation;
- Consultancy background with deep business knowledge, enabling strategic consulting that bridges technical and business perspectives;

Nice to Have (Bonus Points):
- Demonstrated understanding of SQL queries and database management for navigating complex technical environments and optimizing customer service technologies;
- Knowledge of Outsystems for creating custom business applications;
- Familiarity with Jira;

We offer a competitive salary of $120,000 - $180,000 per year, depending on experience, as well as opportunities for growth and professional development.



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