Automation Specialist

Automation Specialist Department: Community Operations Team: Support Operations Location: Sao Paulo, Brazil Type: Full-Time **About the Role** Community Operations is pioneering how Uber manages rider and driver partner support around the globe. We are seeking a highly motivated and analytical Automation Specialist to join our team. Within CommOps, Global Quality is transforming how we evaluate, support, and enable frontline agents by expanding the use of responsible automation and AI-driven quality programs across our global contact center network. This role is ideal for a **junior AI prompt builder or analyst** who is excited to work hands-on with GenAI, rules-based logic, and operational data to turn complex workflows into scalable automations. The successful candidate brings strong analytical thinking, curiosity about AI and automation, and comfort operating in a call center or support environment where quality, risk, and customer experience are critical. In this role, you will help design, test, and scale automations that improve consistency, efficiency, and accuracy for our core Service Quality programs. You will be responsible for collecting, analyzing, and interpreting data to understand coaching opportunity behaviors, building and documenting automations, and ensuring the quality of our AI-driven solutions. **What the Candidate Will Need / Bonus Points** 1. Design, test, and scale rule-based and GenAI-powered automations to capture specific behaviors in a support interaction. 2. Build, refine, and optimize AI prompts and automation logic to ensure accuracy, consistency, and compliance. 3. Validate automation outputs through testing, spot checks, and performance monitoring. Participate in model validation activities, providing input based on your analysis. 4. Identify trends in operational and quality datasets to inform automation design and prioritization. 5. Translate technical findings into clear business insights and recommendations for stakeholders. 6. Document automation logic, prompt structures, validation processes, and governance standards to support scalability. 7.