Analista de IA Chatbot

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an Analista de IA Chatbot based in Brazil.

This role is focused on operating, curating, and continuously improving AI solutions that power automated customer service experiences.

You will work directly with chatbots, self-service journeys, and AI agent copilots, helping ensure they deliver reliable and measurable results.

The position combines conversational AI, data analysis, knowledge management, prompt engineering, and operational optimization.

You will analyze conversations and performance indicators to identify errors, understand customer needs, and uncover new automation opportunities.

A key part of the role is improving deflection, classification accuracy, resolution rates, and adoption while reducing unnecessary transfers to human support.

You will collaborate closely with Customer Experience, Service, Data, and other teams to translate operational challenges into better AI experiences.

The environment encourages continuous experimentation, testing, monitoring, documentation, and iteration to make AI solutions increasingly effective in production.

Accountabilities:

• Manage conversational AI solutions: Operate and continuously evolve chatbots, self-service experiences, and AI agent copilots, ensuring their stability, quality, and effectiveness in day-to-day operations.
• Curate knowledge bases: Establish and execute recurring knowledge-base curation processes, including organizing, reviewing, updating, and improving the content used by AI solutions.
• Analyze conversations and identify opportunities: Review customer interactions to identify recurring patterns, misunderstandings, model errors, operational bottlenecks, and opportunities for increased automation.
• Monitor AI classification quality: Audit AI-powered triage, identify incorrect classifications, and implement improvements to increase accuracy and ensure customers are routed appropriately.
• Build conversational experiences: Create and maintain conversational flows, intents, business rules, prompts, and classification criteria to improve the behavior and effectiveness of AI agents.
• Develop quality testing: Create and maintain test datasets and scenarios to evaluate the quality of AI responses, classifications, and conversational journeys before and after production changes.
• Track operational KPIs: Monitor indicators such as accuracy, deflection, transfer rate, resolution rate, fallback, abandonment, and adoption, using insights to guide continuous improvement.
• Reduce unnecessary human transfers: Analyze the reasons customers are transferred to human agents and identify opportunities to automate recurring requests or improve self-service experiences.
• Test and validate new AI capabilities: Participate in testing and homologation of new AI functionalities, ensuring that solutions meet quality and operational requirements before and after deployment.
• Partner with Data and CX teams: Work closely with Data, Customer Experience, and Service teams to build operational indicators, understand real-world problems, and translate findings into actionable improvements.
• Document and govern AI solutions: Maintain clear documentation covering processes, rules, conversational flows, operational criteria, and the expected behavior of AI solutions.
• Monitor stability and continuous improvement: Track solution availability and performance while leading recurring cycles of testing, analysis, correction, monitoring, and optimization.
• Support AI implementations: Contribute to projects involving the implementation and adoption of new AI-powered solutions across customer service operations.

Requirements

• Professional experience: Practical experience working with chatbots, automated customer service platforms, conversational AI, or AI agent solutions in production environments.
• Chatbot operations: Experience configuring, training, parameterizing, monitoring, and continuously improving chatbots and AI agents.
• Knowledge management: Hands-on experience curating AI knowledge bases, including content organization, review, maintenance, and optimization.
• Conversational AI: Knowledge of Generative AI, LLMs, NLP, and conversational AI, with the ability to apply these technologies to real-world customer service challenges.
• Conversation design: Experience creating and optimizing conversational flows, intents, rules, prompts, and classification criteria.
• Data and conversation analysis: Ability to analyze customer conversations and operational data to identify error patterns, understanding gaps, performance issues, and automation opportunities.
• AI and service metrics: Familiarity with chatbot and automated service KPIs such as accuracy, deflection, transfer rate, resolution rate, fallback, abandonment, and adoption.
• Automation platforms: Experience with customer service and automation tools such as Tiflux, Zendesk, or similar platforms.
• Testing and validation: Knowledge of testing and homologation processes for AI solutions, including validation before and after production changes.
• Data analysis tools: Ability to work with operational indicators and perform analyses using Excel, Google Sheets, and/or BI tools.
• Integrations: Understanding of integrations through APIs, webhooks, or automation tools, with the ability to understand integration flows even without working directly as a software developer.
• Prompt engineering: Knowledge of prompt engineering techniques for improving the quality, accuracy, and behavior of AI model responses.
• Documentation and governance: Ability to create and maintain technical and operational documentation, with awareness of quality, security, privacy, and governance principles for enterprise AI.
• Education: Bachelor's degree completed or in progress in Systems Analysis and Development or a related field.
• Analytical and collaborative mindset: Strong attention to detail, problem-solving ability, communication skills, and willingness to collaborate with operational and technical teams to continuously improve AI solutions.

Benefits

• Flexible benefits card: Monthly Caju benefits card worth R$700, available for flexible use and maintained during vacation periods, with no payroll deduction.
• Health insurance: Unimed health plan fully paid by the employer, with copayment only when the plan is used. Dependent coverage is employee-funded.
• Birthday day off: A dedicated day off to celebrate your birthday.
• Wellness: Wellhub membership providing access to gyms and other wellness platforms.
• Mental health support: Up to two free telepsychology consultations per month.
• Nutrition support: Up to two free telenutrition consultations per month.
• Healthcare discounts: 15% discount on laboratory tests through the Dasa network.
• Medication discounts: 30% discount on generic medications and 20% on branded medications through Pague Menos.
• Education: Partnership with Estácio to support academic development.
• Career development: Access to a structured career development program designed to support progression, goal setting, and professional growth.
• Gamification and rewards: Opportunity to earn virtual coins throughout your journey and exchange them for rewards such as Kindle devices, professional events, exclusive gifts, and more.