Application Support, Sr Manager (BPO, CX Experience)

Confidential; São Paulo; Presencial; BRL 350 000 - 550 000; Tempo integral

Resumo da oferta

Confidential is seeking a Senior Manager – Application Support based in São Paulo or Curitiba to lead high-volume LATAM contact center application support operations. You will bridge technical operations and business leadership, guide engineering teams, and act as the primary client-facing leader for enterprise accounts in Brazil and LATAM.

The ideal candidate combines a CS foundation with deep domain expertise in contact center software ecosystems, and hands-on or leadership experience

Qualificações

• Bachelor’s degree in computer science, software engineering, or related engineering discipline is strictly required.
• 10–15 years of progressive technology experience, with at least 5+ years leading enterprise application support or software delivery teams.
• Deep background in Contact Center / BPO / CX application software with specialized hands‑on domain knowledge.
• Collections KPI familiarity including RPC, PTP, Kept Promise Rate, DSO, Recovery Rates (PREFERRED).
• Portuguese native or fluent with business-level English; Spanish fluency is a strong LATAM advantage.
• AI & Modernization Experience: hands-on or leadership in deploying AI-driven support tools.

Responsabilidades

• Lead LATAM operations and service delivery for enterprise contact center and collections platforms with 99.95% uptime target.
• Direct Incident, Problem, and Change Management; lead Severity 1/2 escalations and RCA reviews.
• Serve as principal technical and operational contact for regional enterprise clients and governance reviews.
• Apply AI and automation to reduce manual ticket volume and improve routing, MTTD, and MTTR.
• Ensure LGPD compliance in data handling and support workflows.

Conhecimentos

Contact center / BPO / CX

Leadership

AI technologies deployment

Team leadership

Portuguese language

English language

Cloud / IT operations

Incident management

Formação académica

Bachelor’s degree in computer science or related Engineering discipline

Ferramentas

Genesys

Avaya

Cisco

Salesforce

Zendesk

ServiceNow

Predictive dialers

Payment gateway APIs

Descrição da oferta de emprego

We are looking for an energetic, results-driven Senior Manager – Application Support based in São Paulo or Curitiba to lead our high-volume contact center application support operations across the LATAM region. In this role, you will bridge technical operations and business leadership, guide engineering teams while serving as the primary client-facing leader for enterprise accounts in Brazil and Latin America.

The ideal candidate combines a strong computer science foundation with deep domain expertise in contact center software ecosystems (telephony, CRM, WFM, omnichannel routing, ticketing)—

x

We are seeking a proactive "go-getter" who has successfully led client-facing operations and possesses hands-on experience or leadership in deploying AI technologies (such as automated ticket triage, predictive collections routing, or agentic workflows) to optimize support delivery.

Qualifications & Skills

• Education: Bachelor’s degree in computer science, Software Engineering, or a related Engineering discipline is strictly required.
• Experience: 10–15 years of progressive technology experience, with at least 5+ years leading enterprise application support or software delivery teams.
• Domain Expertise: Deep background in Contact Center / BPO / CX application software with specialized hands‑on domain knowledge.
• Collections & Debt Recovery operations (predictive dialers, payment processing integration, compliance engine rules, settlement calculators). (PREFERRED)
• Collections KPI Familiarity: Clear understanding of core collections business & platform support metrics, including RPC (Right Party Contact), PTP (Promise to Pay), Kept Promise Rate, DSO (Days Sales Outstanding), and Recovery Rates. (PREFERRED)
• Linguistic Skills: Native or fluent Portuguese with business-level fluency in English (Spanish fluency is a strong advantage for LATAM‑wide coverage).
• AI & Modernization Experience: Direct experience or operational leadership in implementing AI‑driven support tools (e.g., automated ticket triage, conversational AI payment bots, autonomous bug resolution, or predictive incident alerting).
• Client & Business Engagement: Proven track record in executive‑level client management, account governance, and crisis management within Brazil/LATAM.
• Leadership Style: Energetic, proactive "go-getter" with strong ownership, high technical agility, and an urgency‑driven mindset.

Key Responsibilities

1. LATAM Operations & Service Delivery

• Lead mission‑critical application support operations for enterprise contact center and collections platforms across Latin America, maintaining strict high‑availability standards and SLA targets (99.95% uptime).
• Direct Incident, Problem, and Change Management frameworks, personally leading Severity 1/2 critical incident escalations, and thorough Root Cause Analysis (RCA) reviews.
• Support systems tracking specialized collections metrics, including Right Party Contact (RPC) rates, Promise to Pay (PTP) tracking & stickability, Kept Promise Rates, Right‑Time‑to‑Call (RTC) algorithms, and Roll Rates/Delinquency Bucket movements.
• Ensure all application data handling and support workflows strictly adhere to regional data privacy regulations, including Brazil's LGPD and consumer protection laws
• Build, mentor, and empower a high‑performing support engineering team in São Paulo and across the LATAM time zone.

2. Client & Business Leadership

• Serve as the principal technical and operational point of contact for regional enterprise clients, business leadership, and financial/collections operations teams.
• Lead operational reviews (QBRs/MBRs) with enterprise stakeholders, presenting system health, application performance, collections platform throughput, and technology roadmaps in Portuguese and English.
• Manage high‑pressure outage communications and customer escalations with transparency, restoring client confidence with swift recovery plans.

3. Technical & Contact Center Domain Expertise

• Apply computer science and software engineering fundamentals to solve complex application architecture issues across cloud environments (AWS, Azure, GCP) and hybrid setups.
• Provide deep technical and functional guidance across contact center and debt collection suites (e.g., Genesys, Avaya, Cisco, Salesforce, Zendesk, ServiceNow, dialer strategy engine/predictive dialers, payment gateway APIs, and automated settlement tools).
• Partner with global product, core engineering, and DevOps teams to ensure smooth application releases (NPI) into LATAM production environments.

4. AI & Continuous Process Optimization

• Drive the implementation of AI and automation strategies to reduce manual ticket volume, optimize incident routing, and enable self‑healing support workflows.
• Leverage predictive analytics, conversational AI, or agentic automation to support dynamic debt collection strategies, automated payment negotiation bots, and improved Mean Time to Detect (MTTD) and Mean Time to Resolve (MTTR).
• Eliminate operational bottlenecks through continuous process improvement and lean engineering practices.

Key Performance Indicators (KPIs)

• LATAM System Uptime & High Availability (99.95% operational target)
• SLA Compliance for Incident Resolution and Ticket Handling
• System‑driven support metrics: Right Party Contact (RPC) API availability, Promise to Pay (PTP) workflow processing uptime, and Payment Gateway Transaction Success Rates
• Reduction in Mean Time to Detect (MTTD) and Mean Time to Resolve (MTTR)
• Regional CSAT / Client Satisfaction Scores across Brazilian and LATAM enterprise accounts
• Operational efficiency gains achieved through AI adoption, automation, and LGPD‑compliant workflows