Product Manager – Conversational Channels Specialist

Role Overview

• Lead the strategy, design and evolution of conversational interface channels (Voice and Chat), using automation to optimize the purchase and post-sale journeys in e‑commerce, balancing operational efficiency (cost reduction) with excellence in customer experience (CSAT/NPS) and Artificial Intelligence.
• Conversational Product Management (End-to-End): Responsible for the full lifecycle of WhatsApp bots and IVR voice flows, from discovery through delivery and monitoring.
• Experience Design and Architecture: Create information architecture to ensure channel navigation is logical and efficient.
• Flow and Interface Prototyping: Prototype conversational flows and interfaces using Figma to support UX validation with stakeholders.
• Technical Configuration and Orchestration: Hands-on work in Genesys Cloud for voice flow design (Architect), business rules configuration, contact queue setup and digital channel integration.
• Functional Design and Integrations: Prepare technical documentation (functional designs) for integrating conversational channels with the e‑commerce ecosystem (order APIs, tracking, CRM and payment gateways).
• Artificial Intelligence and Curation: Implement and refine Conversational AI models (cognitive IVR, virtual assistants), ensuring the technology understands customer intents and reduces the need for human intervention.
• Active and Inbound Channel Strategy:
• Active: Support the operationalization of communication cadences for conversion.
• Inbound: Optimize self‑service flows for support and FAQs.

Requirements

• Bachelor’s degree or higher.
• CX Platforms: Advanced experience with Genesys Cloud (Voice and Digital).
• Design Tools: Proficiency with Figma for journey mapping and prototyping.
• AI and Data: Understanding of Conversational AI logic and data analysis.
• System Architecture: Ability to create functional designs and understand API-based integrations.
• Agile Methodologies: Experience working with engineering teams using Scrum or Kanban.

Tech Stack

• Cloud

Benefits

• Medical insurance
• Dental insurance
• Meal or food allowance
• Telemedicine
• Gympass
• Sesc partnership
• Home office allowance
• Profit Sharing (PLR)
• Private pension plan
• Group life insurance
• Pharmacy discounts
• Educational partnerships
• Online learning platform
• Discounts at Riachuelo