About / João Victor Nery
Close to the people.
Hands on the product.
I build where business operations meet software.
My path into technology started in customer experience and retention, moved through conversational AI, and since May 2026 has been product building in an innovation lab. Along the way I learned to ask who is doing the work, where the process breaks, and what would make the next step easier. Today I turn those questions into interfaces, business rules, integrations, and working tools.
I’m interested in Forward Deployed Engineer and Product Builder roles because they bring that work together: understand the problem with the people who face it, scope a useful solution, build it end to end, and stay involved as it meets reality.
The case studies on this site are personal and freelance projects: a tool used by a small business, a client website in production, and a supervised AI-assisted automation. My professional work is summarized below but not shown as case studies. Each case separates what works today from what I still need to validate.
I use AI tools in the building process and make my contribution explicit: problem framing, product decisions, implementation work, and review of important behavior. I care about understanding what gets shipped and keeping consequential decisions accountable.
Career
Experience
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May 2026 – present
Product Builder
Stays · Innovation Lab
I develop AI products and internal tools, leading cross-functional initiatives from discovery and solution design through development, rollout, and iteration based on user feedback.
- Work directly with support, customer success, and product teams to map workflows, define requirements, and turn operational evidence into product decisions.
- Design, build, and improve AI assistants and knowledge solutions with LLMs and RAG, with integrations between models, APIs, and tools — including MCP — and attention to permissions, human review, and fallbacks.
- Establish testing and response evaluation, and mentor teammates through reusable playbooks, skills, and components.
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Apr 2025 – Apr 2026
Conversational AI Analyst
Stays
Built and improved conversational workflows and the integrations behind them: Botmaker flows, information exchange between Botmaker and Salesforce, Salesforce Flow Builder automations for support cases, and knowledge-base curation for response quality.
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Mar 2023 – Mar 2025
CX Analyst · Retention & Customer Support
Stays
Started in customer retention and moved into support, building the knowledge of customers, product, and operational problems that shaped my later work in conversational AI and automation.
Earlier: roles in operations, sales, and marketing in Brazil, and guest services in the United States (2019–2023).
How I work
Stay close to the problem.
- 01
Understand the operation
Start with the people, the daily friction, and the rules that a working solution has to respect.
Café: different needs for employees and the manager. - 02
Find the smallest useful release
Translate an ambiguous need into a bounded workflow, with explicit trade-offs and a path to validation.
Café: a mobile browser flow, without a native app. - 03
Build across the seams
Connect the interface, business rules, data, and integrations. Make important failure cases visible.
Briefing: filter and rank before asking a model to summarize. - 04
Validate, learn, and iterate
Test critical behavior, make the workflow observable, and use evidence to choose the next improvement.
TradePharma: staging with no indexing, then the company’s domain.