Hybrid Customer Experience Analyst (Mid-level)

at Vivo (Telefônica Brasil)

• Job title: Customer Experience Analyst (Mid-level)
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: No Education Requirement
• Tech skills: Numpy, Pandas, Python, RPA
• Location requirements: Hybrid, Sao Paulo, Brazil

About the role

• AI Curator Analyst at Vivo enhancing operational efficiency through process automation and technical solutions in customer experience.

Responsibilities

• Develop, maintain and evolve automations of routines and processes that support AI Curation, contributing to operational efficiency and reducing manual activities.
• Work on the development of solutions in Python, including scripts, integrations and data processing used in curation flows, monitoring and continuous improvement of the AI.
• Support the implementation and evolution of solutions based on LLMs, including consuming APIs, structuring prompts and analyzing outputs for use in automations, agents and AI assistants.
• Contribute technically to Smart Curation initiatives, supporting:
• organization and structuring of the knowledge base;
• cleansing, standardization and continuous improvement of the content used by the AI.
• Support the creation and maintenance of indicators, alerts and technical analyses related to AI performance, accuracy and reliability.
• Work collaboratively with AI, Process, Technology and Business teams, translating operational needs into viable technical solutions.
• Document technical solutions, automations and flows, ensuring traceability, governance and sustainability of deliveries.
• Work on the technical improvements backlog for AI Curation, supporting prioritization, execution and tracking of deliveries.

Requirements

• Preferred degree in Information Technology, Computer Science, Engineering, Information Systems, Statistics or related fields.
• Prior experience as a Mid-level Analyst or equivalent role with proven technical experience.
• Knowledge of Python, with a focus on:
• automation of routines and processes;
• data manipulation and processing (e.g., pandas, numpy or equivalents);
• creating scripts for integration between systems or databases.
• Experience with process automation (RPA, scripts, jobs, pipelines or automated flows).
• Knowledge of language models (LLMs), including:
• using LLM APIs;
• prompt structuring;
• consuming responses and handling outputs.
• Familiarity with prompt engineering and applying LLMs in corporate contexts (e.g., knowledge base queries, response automation, decision support).
• Ability to model technical solutions from business problems.
• Logical reasoning, organization and attention to code quality and deliverables.
• Ability to work in a multidisciplinary environment, interacting with business, process, AI and technology areas.
• Good communication skills to document technical solutions and support internal users.

Benefits

• Choose the ideal benefit for you and your dependents via a digital platform with multiple categories such as Gym, VR (meal voucher), VA (food allowance), Pharmacy Assistance, Health Insurance, Dental and Life Insurance.
• Corporate mobile phone. Yes, a brand-new smartphone for you!
• Unlimited voice and data plan! Yes, unlimited! On the best mobile network, even faster with Vivo's 5G!
• An exclusive offer from Vivo, with special discounts on landline, broadband, TV and apps.
• Eligible to receive an annual Bonus or PPR.
• Plan your future through the private pension plan.
• Have children? You will be entitled to a subsidy to help with school, daycare or nanny expenses.
• Work in an environment that respects your personality, dressing style and way of being, and where you can be authentic. #ComeAsYouAre
• Work remotely up to 2 times 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 help you make a positive impact in the world.
• Benefit from our Educational Development Program offering partnerships with educational institutions at a discount; certifications and online courses.
• Advance your career through our Internal Recruitment Program, in Brazil or abroad — we are present in more than 17 countries! #VivoMyCareer
• Access a range of initiatives to improve your physical, emotional and social well-being. We offer #VivoWellBeing, which provides consultations with nutritionists, psychologists, social workers, telemedicine and much more!