Gabriel Pelai - Resume

Summary

End-to-end NiCE ecosystem developer, from scope gathering with internal clients to flow design, ACD configuration, script development, and post-deployment support. Experienced in integrating AI agents, building RPAs, and designing multi-API ingestion architectures to improve operations and customer conversations.

Skills

Python
Selenium / Beautiful Soup
RPA / NiCE
Flask API
SQL / PostgreSQL
MongoDB / Firebase
Git / GitHub
IVR / WhatsApp / BotBuilder

Education

Postgraduation - Data Science / Big Data

UNESA - May 2022 / Sept 2023

Bachelor - Information Systems

UNESA - Aug 2017 / May 2023

Fisk Language School

B2 - 2011 / 2017

Certificates

EFSET Quick English Check: Advanced/Proficient - 2024
Boot.dev: GIT
Boot.dev: Linux
Boot.dev: Object Oriented Programming in Python
Boot.dev: Python

Experience

NiCE / Systems Specialist - Rede D'or São Luiz

Jun 2025 - Present

End-to-end NiCE ecosystem developer: scope gathering, flow design, ACD configuration, script development, and post-deployment support.
Implemented a full website embedding into MPower Agent, improving agent performance metrics; NPS increased from 83% to 87.7%, impacting 220 agents and reducing underperforming agents from 26 to 5.
Integrated NiCE with IBM Watson (AI agent) for smoother digital and WhatsApp interactions.
Developed NiCE RPA for agent skill configuration, reducing a multi-hour manual process to minutes and enabling scheduling.
Built digital chat file management via NiCE APIs for CRUD operations without ACD access.
Implemented token-based email authentication for digital chat with optional whitelist validation.
Working on AI Voice Channel using Google Transcription (STT), BotBuilder as the LLM, and NiCE Script as orchestrator to reduce third-party costs.

Python / NiCE Mid-level Developer - A5 Solutions

Sep 2023 - Jun 2025

Developed and maintained a Telegram bot and Flask API on a Linux server.
Created endpoints to monitor PC memory usage and send alerts to prevent job failures.
Built RPA pipelines for scraping and ETL of email inbox links, including file decryption (Kleopatra), data transformation, PostgreSQL storage, and automated delivery to the BI team.
Implemented file orchestration across Windows RDP machines to optimize storage and reduce costs.
NiCE script-oriented development for Invoicing, WhatsApp, Digital, and Bot Builder channels.
Designed multi-API ingestion architectures to unify workflows and reduce data loss.
Created Python scripts to convert MP3 to WAV for IVR configuration, cutting licensing costs.

Projects

CIA Saúde Web Manager

Dec 2022 - Dec 2023

Clients, registration, financial control web manager.
Stack: AWS, Python, Flask, PostgreSQL, Git/GitHub.

OpenPBL

Nov 2022 - May 2023

Interactive dashboard to rank students inside a group.
Stack: Python, MongoDB, Firebase, Streamlit, Git/GitHub.