Customer Success Engineer II

Who we are

Our mission at Capacity is to help teams do their best work through our AI-powered support automation platform. Capacity provides everything you need to automate support and business processes in one powerful omni-channel platform.

We believe that each individual voice, perspective and background brings inherent value to enhance our product, serve our customers and generate more ideas to solve complex problems. By continuing to hire talented, driven and humble teammates, we have the opportunity to see Capacity become a premier brand enterprise SaaS platform.

Capacity has raised over $100 million dollars from over 150 investors, giving us the opportunity to make ambitious investments in our team and big bets on our future. Our total addressable market is enormous. Any company that wants to grow revenue, reduce costs, and improve customer and employee satisfaction is an opportunity for Capacity to shine.

Why this job is exciting

The role:

We are seeking a highly experienced and motivated Customer Success Engineer to join our company. As the Customer Success Engineer II, you will support a growing base of enterprise customers across Brazil and LATAM. As a Customer Success Engineer II, you will be the hands-on technical owner for building and tuning Agentic Intelligent Virtual Agents (IVAs) and for implementing and supporting Agent Guidance, the structured, real-time workflow product, that walks live contact center agents through complex interactions. You will also help keep these products healthy in production, with accountability for uptime and first-line response on Sev 1 issues.

This is a remote, full-time role in Capacity Customer Success Engineering, based in Brazil and reporting to the Director of Customer Success Engineering, working closely with Project Managers, Builders, QA, Support, Solution Consultants, and Sales. Candidates outside of Brazil may be considered; however, depending on location, position would be structured as a contracting role.

In your first 30 days you will learn the platform and shadow launches, Agent Guidance deployments, and customer calls; by 60 days you will co-lead customer meetings, own IVA builds, and join the on-call rotation; by 90 days you will own a portfolio of accounts, including production uptime and Sev 1 response. Tools: Jira, Slack, Google Workspace, Smartsheet, Power BI and SQL, and the Capacity platform (training provided).

Responsibilities:

• Design, build, and tune Agentic IVAs (voice and chat) on the Capacity platform, including behavioral, procedural, and RAG-based prompts, tool and API calling, and guardrails, and validate behavior against structured test scripts.

• Implement, configure, and support Agent Guidance: build guided workflows with conditional branching and compliance and disclosure prompting, and connect them to customer systems for inbound data retrieval and outbound data capture, working alongside Capacity’s real-time Agent Assist experience.

• Own hands-on technical integration for customer deployments: Cisco CTI integration (event mapping for screen-pop and other triggers), SIP/telephony configuration and testing, and integration with customer CRMs, service and REST APIs, and SharePoint or other knowledge sources.

• Own the uptime and production health of customer IVA and Agent Guidance deployments: monitor proactively, resolve issues before customers notice them, and maintain runbooks and alerting.

• Serve as the technical responder for Sev 1 issues as part of the on-call rotation: triage and reproduce, coordinate with Engineering, Support, and the Delivery team, communicate status to customers, and drive root cause analysis and post-incident follow-up.

• Serve as the primary Portuguese-speaking technical liaison between customer technical teams (including their contact center, telephony, and systems integrator partners) and Capacity’s teams, translating client technical requirements into concrete implementation plans.

• Localize and validate solutions in Brazilian Portuguese across dashboards, reports, and agent/admin interfaces, so customers receive a fully localized experience, not a translated afterthought.

• Lead discovery and requirements gathering (process mapping, field-mapping matrices, integration specs) and produce the technical and functional documentation needed to scope and size delivery effort.

• Write and execute test cases for integrations, workflows, and conversation flows prior to UAT.

• Support production dashboards and reporting (AHT, concurrent user counts, AI question volume and response time) in partnership with Capacity’s Conversation Intelligence and BI teams.

• Provide day-to-day technical support during POC, pilot, and UAT windows across active engagements, including assisting with UAT sessions, test-call triage, defect reproduction and logging, go-live validation, and coordination with Capacity’s Support and CSE teams on tickets.

• Maintain accurate documentation and epic hygiene within Jira throughout each engagement.

• Build repeatable delivery playbooks and documentation so Brazil/LATAM technical delivery and support capability scales across accounts.

Requirements:

• Bachelor’s degree or equivalent experience, and 4+ years in a client-facing technical role

• Fluent in Brazilian Portuguese and professional working English (daily collaboration with US- and EMEA-based delivery, product, and engineering teams)

• 5+ years building API integrations using REST, SOAP, or GraphQL, with technical fluency in JSON, logs, authentication flows, and structured data and field mapping, and strong troubleshooting instincts

• Proficient in Python and JavaScript, with a deep understanding of relational database design for integration use cases

• Hands-on experience integrating contact-center and telephony platforms; Cisco CTI/Contact Center experience strongly preferred, and broader SIP/PSTN integration experience also considered

• Experience building or migrating agentic voice or conversational AI solutions, including call flow design, escalation logic, and platform-to-platform migrations, with hands-on prompt engineering, RAG configuration, guardrails, and validation of model behavior against structured test scripts

• Experience supporting production systems, including incident response and Sev 1 escalations, and willingness to participate in an on-call rotation and occasionally extend coverage during critical windows

• Data literacy: Excel required, SQL and BI tools (such as Power BI) preferred, and the ability to turn data into clear recommendations

• Excellent communication and consultative delivery skills: explains technical concepts clearly to non-technical stakeholders and senior leadership, and leads process mapping, requirements documentation, presentations, executive updates, and escalations. This is a trusted-advisor role, not a pure execution role

• Demonstrated ability to lead technical delivery for a client, including planning, work distribution, and delivery accountability, while managing multiple accounts at once; Jira or similar agile tools

• Preferably, based in Brazil and eligible to work in Brazil

Nice to have:

• Experience with contact center, conversation analytics, and agentic AI

• Working knowledge of how LLMs behave: prompts, knowledge grounding, and evaluating response quality

• Experience in utilities, energy, or another regulated enterprise contact-center environment

• Familiarity with Salesforce or similar CRM integration patterns

• Enterprise experience from onboarding through renewal and expansion, including standing up a new regional delivery function or playbook from scratch.

• Watching an AI agent or guided workflow measurably improve week over week because of your insight

• Being the trusted voice customers call first, and keeping their AI agents up and running when it matters most

• Turning complex data into a clear story and a confident recommendation

• Solving problems that cro