Customer Success Engineer II (AI)

Location: Remote, based in Brazil. Candidates outside Brazil may be considered under a contracting arrangement depending on location.

Salary: $65,000–$75,000 USD base annually.

Company

hirify.global is an AI-powered enterprise SaaS platform for automating customer support and business processes through an omnichannel platform.

What you will do

• Design, build, tune, and validate agentic voice and chat IVAs using prompts, RAG, tool and API calling, and guardrails.
• Implement Agent Guidance workflows with conditional branching, compliance prompts, and integrations with customer systems.
• Deliver technical integrations involving Cisco CTI, SIP and telephony, CRMs, REST and other APIs, SharePoint, and knowledge sources.
• Own production health, uptime, monitoring, alerting, runbooks, and Sev 1 incident response for customer deployments.
• Lead discovery, process mapping, requirements gathering, technical documentation, testing, UAT support, and go-live validation.
• Act as the Portuguese-speaking technical liaison for customers and build scalable Brazil/LATAM delivery playbooks.

Requirements

• Bachelor’s degree or equivalent experience and 4+ years in a client-facing technical role.
• Fluent Brazilian Portuguese and professional working English required.
• 5+ years of experience building REST, SOAP, or GraphQL API integrations, with fluency in JSON, logs, authentication, and data mapping.
• Proficiency in Python and JavaScript, plus relational database design knowledge for integration use cases.
• Hands-on experience with contact-center and telephony platforms, including Cisco CTI or broader SIP/PSTN integrations.
• Experience with conversational AI, prompt engineering, RAG, guardrails, production support, incident response, and on-call rotations.

Nice to have

• Experience with contact-center analytics, agentic AI, LLM evaluation, Salesforce integrations, or regulated enterprise environments.
• Experience managing enterprise customers from onboarding through renewal and expansion.
• SQL, Power BI, and other business intelligence tools.

Culture & Benefits

• Remote work within a collaborative, innovation-focused AI startup environment.
• Employer-paid health insurance for employees and eligible dependents.
• Profit Interest Units or incentive compensation.
• Unlimited vacation, short-term disability insurance, and group life AD&D insurance.
• 401(k) with company match and opportunities to support technology education through Create A Loop.