Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Awards
Generic

Jéssica Magalhães Mourão

Rio de Janeiro

Summary

AI Project Management & Tech Lead with over 6 years of expertise driving Conversational AI and Data Analytics initiatives from strategy to execution. Proven ability to translate complex business needs into scalable system architectures and high-value solutions, specialising in NLP, LLM curation, and AI model optimisation. Adept at leading cross-functional teams, defining AI strategies, and ensuring successful product delivery that generates significant business impact, with a strong focus on innovation within the Brazilian market.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Senior Specialist - Chatbots & AI

Enel Brazil
06.2022 - Current
  • Leads technical direction and manages Virtual Assistant and Chatbots platforms, focusing on AI system evolution and optimization.
  • Manages multi-million-dollar contracts and payments for technology suppliers, ensuring cost efficiency and seamless service delivery.
  • Drives AI change and evolution projects, providing technical oversight and strategic guidance to development teams.
  • Ensures service level adherence and manages incidents for critical AI solutions, maintaining operational excellence.
  • Establishes and enforces quality management and governance frameworks for AI projects.
  • Led cross-functional teams to develop and launch new software products, achieving market recognition for innovation.
  • Drove change through quality-oriented strategies to help operations accomplish ambitious short- and long-term goals.
  • Collaborated with cross-departmental teams in developing cohesive strategies aimed at achieving long-term organizational goals.

Chatbot Business Analyst

Deloitte - Canada (via Paralucent Consulting)
04.2022 - 09.2022
  • Served as a strategic bridge between business requirements and technical implementation for Conversational AI initiatives.
  • Translated complex business needs into precise technical requirements for AI and NLP systems.
  • Collaborated extensively with stakeholders to align Chatbots projects with overarching business objectives.
  • Developed high-quality documentation to support training efforts, helping employees fully understand new systems and procedures.
  • Performed gap analysis between existing systems or processes and desired state, identifying areas for improvement or enhancement.
  • Actively participated in team meetings to share knowledge, exchange ideas, address challenges, and collaborate on potential solutions.
  • Led User Acceptance Testing (UAT) and comprehensive documentation for deployed AI solutions.

Senior Operations Analyst - Chatbot platforms

BM&Tech (Independent Consultant for Enel Brasil)
10.2021 - 08.2022
  • Optimized and managed Chatbots operations with a strong emphasis on Data Analytics and continuous improvement.
  • Achieved 99% service availability (from 87%) for whatsapp channels, significantly enhancing user experience and system reliability.
  • Reduced technical incident escalations by 16%, leading to increased user satisfaction and operational efficiency.
  • Modernized outdated architectural components, improving chatbots performance and scalability while reducing infrastructure costs by 30%
  • Coordinated AMS (Application Management Services) to elevate channel service levels and optimism incident resolution.
  • Collaborated with cross-functional teams to identify areas for improvement and implement strategic changes.
  • Managed supplier contracts to ensure consistent service delivery and optimal resource allocation.

Conversational AI Analyst

Blip AI
04.2021 - 10.2021
  • Specialized in the evolution of AI and NLP models for Chatbots.
  • Developed sophisticated conversational designs aligned with technical and functional requirements.
  • Modeled AI databases and optimized NLP performance through rigorous data analysis.
  • Trained and curated leading AI engines, including IBM Watson, QnA, and Google Dialogflow, for optimal performance.
  • Generated comprehensive performance reports and KPIs for data-driven AI optimisation.
  • Provided technical support, leveraging data insights to enhance conversational quality.
  • Proven ability to learn quickly and adapt to new situations.

Chatbot Business Analyst (IBM Watson Specialist)

AYESA (Enel Brasil)
02.2019 - 05.2021
  • Led innovation in Conversational AI projects, including the development of 'Elena,' Brazil's first customer service chatbots.
  • Improved business processes by analyzing current practices and recommending optimization strategies.
  • Collaborated closely with stakeholders to identify opportunities for process improvements and drive continuous innovation in the organization.
  • Programmed, trained, and designed conversational interfaces using IBM Watson for WhatsApp integration.
  • Monitored key metrics and usability processes, facilitating the development of new AI functionalities.
  • Conducted chatbots data analysis to identify performance bottlenecks and drive improvements.
  • Supported management in monitoring channel service levels and operational efficiency.
  • Actively participated in team meetings to share knowledge, exchange ideas, address challenges, and collaborate on potential solutions.

Education

Degree in Management - Information Technology

Centro Universitário Claretiano
Rio De Janeiro
06.2020

High School -

Escola Estadual Japorã
Mato Grosso Do Sul
12.2010

Skills

  • Artificial Intelligence (AI) & Machine Learning (ML): Conversational AI, (NLP), Large Language Models (LLM), AI Model Development, AI Engine Curation
  • Multitasking and organisation
  • Data Science & Analytics: Report & KPI Generation, Data-Driven Decisions
  • Software Development: Chatbots and Voice bots Development (end-to-end), Proof of Concept (PoC),
  • Databases: MongoDB
  • Project Management & Technical Leadership,
  • Stakeholder Management,
  • Project Lifecycle Management,
  • Attention to detail
  • Works Well Under Pressure
  • Work Planning and Prioritization
  • Project management
  • Customer service
  • Analytical thinking

Certification

  • Fundamentals of Lakehouse Architecture | Databricks Academy (2021-08)
  • Fundamentals of Delta Lake | Databricks Academy (2021-08)
  • Watson Assistant Foundations | IBM (2021-03)
  • Microsoft Power BI for Data Science | Data Science Academy (2020-03 – 2020-06)
  • Intro to SQL for Data Science | Datacamp (2019-01)
  • Introduction to Python for Data Science | Datacamp (2018-12)
  • R Programming | Johns Hopkins University - Coursera (2008-05 – 2019-06)
  • Startup School Advisor Track | Y Combinator (2018-08 – 2018-11)

Languages

English
Advanced (C1)
Spanish
Intermediate (B1)
Portuguese
Bilingual or Proficient (C2)

Timeline

Senior Specialist - Chatbots & AI

Enel Brazil
06.2022 - Current

Chatbot Business Analyst

Deloitte - Canada (via Paralucent Consulting)
04.2022 - 09.2022

Senior Operations Analyst - Chatbot platforms

BM&Tech (Independent Consultant for Enel Brasil)
10.2021 - 08.2022

Conversational AI Analyst

Blip AI
04.2021 - 10.2021

Chatbot Business Analyst (IBM Watson Specialist)

AYESA (Enel Brasil)
02.2019 - 05.2021

Degree in Management - Information Technology

Centro Universitário Claretiano

High School -

Escola Estadual Japorã

Awards

1st Place in Startup Weekend Niterói | Startup Weekend Brazil (2017), 2nd Place in OpenStack Hackathon | Smart City OpenStack Hackathon (2018)

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Jéssica Magalhães Mourão