TECHNOLOGY COORDINATOR - Channels

About the Position

TECHNOLOGY COORDINATOR - Channels

Belo Horizonte, MG; São Paulo, SP

Conheça o Inter

Pioneiros, mudamos o mercado ao lançar o primeiro banco digital do Brasil e seguimos criando tendências com tecnologia de ponta. Evoluímos para um Super App Financeiro Global, com soluções completas e inovação de primeira. Aqui, o trabalho tem propósito: construir oportunidades reais, transformar a vida das pessoas e o mercado financeiro. Esse é o nosso Jeito Inter de Fazer. Se você quer fazer parte dessa mudança e deixar um legado, seu lugar é aqui.

Vem ser Sangue Laranja.

Get to Know Inter

As pioneers, we transformed the market by launching Brazil’s first digital bank and continue to shape the future with cutting-edge technology.

We have evolved into a Global Financial Super App, delivering complete solutions and leading innovation. Here, work has purpose: creating real opportunities, transforming people’s lives, and reshaping the financial market.

This is the Inter way of making things happen. If you want to be part of this transformation and leave your mark, your place is here.

Become Sangue Laranja.

About the Role and Mission

You will lead a squad of professionals responsible for Inter's URA (Unidade de Resposta Audível) channel, in a moment of transformation: Utilizing the Genesys Cloud platform and implementing Artificial Intelligence for conversational self-service. Your mission is to drive this evolution - from the legacy URA to an intelligent voice experience - ensuring stability, scale, and the best telephone service journey in the financial market.

Daily Responsibilities

• Lead a squad of professionals in multiple areas: Improvements, modernization, and AI.
• Conduct the URA modernization project with AI in Genesys Cloud.
• Develop and implement voicebots and conversational flows.
• Ensure integrations between Genesys Cloud, AI engines, and bank systems via Java and APIs.
• Establish AI governance - accuracy metrics, fallback, monitoring, and continuous improvement.
• Plan and prioritize the strategic backlog for modernization, migration, and new functionalities.
• Manage releases and deployments with GMUD and validate AI flows in production.
• Conduct critical incidents in URA and AI components.
• Monitor operational and AI indicators - availability, bot containment, intent accuracy, CSAT.
• Develop intermediate leaders and a culture of engineering at scale.
• Manage the team aligned with Inter's pillars.

Requirements

Mandatory:

• Experience in managing medium/large teams (minimum 15 people, desirable 30+).
• Experience in URA/IVR projects in a large-scale contact center.
• Solid knowledge of Genesys Cloud (Architect, Dialog Engine, Studio, Flows).
• Experience in AI projects applied to customer service or voice (NLU, voicebot, conversational automation).
• Java knowledge for integrations, APIs, and microservices.
• Experience in modernizing or transforming contact center systems.
• Ability to act in critical incidents and a 24x7 environment.
• Higher education in Computing, Engineering, or related fields.
• Availability to work on-site in São Paulo.

Desirable:

• Experience in banking or fintech.
• Experience with migration to Genesys Cloud.
• Knowledge in AI model governance.
• Platforms integrated with Genesys.
• Speech technologies.
• Genesys Cloud certifications.
• Intermediate/advanced English.
• ITIL and change management (GMUD).
• Knowledge of LGPD and security in voice and AI solutions.

We Offer

• Meal and food vouchers.
• Health and dental insurance.
• Life insurance.
• Day Off on your birthday.
• Baby On Board and Breastfeeding Room.
• Extended parental leave.
• Childcare/nanny assistance and/or assistance for children with disabilities.
• Wellhub and Inter Running Group.
• CARE4U Space (Belo Horizonte): self-care services with exclusive prices, decompression area, games, and mini golf.
• Benefits in our SuperApp, such as Duo Gourmet.
• Inter Prime Card.
• Internal training and development programs.

Selection Process Stages

• Resume screening;
• Initial screening (initial approach to align expectations about the position);
• Assessments;
• Interview with the Talent Team;
• Technical test (when necessary);
• Interview with leadership;
• Job offer;

Apply for this Position

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About the Company

At Inter, we are committed to transforming the financial market with innovative solutions and a customer-centric approach. Our team is passionate about creating opportunities and delivering exceptional experiences. Join us and be part of a dynamic and forward-thinking organization.