Telephony/Uc Engineer (Alvaria/Noble)

Emma Of Torre.Ai; Teletrabalho; BRL 80.000 - 120.000; Tempo integral

Resumo da oferta

A leading telecommunications company is seeking a Telephony / UC Engineer to optimize global contact center solutions. This remote position requires proficiency in VoIP and experience with Alvaria and Noble platforms. You will administer key systems, integrate with CRM solutions, and monitor telephony infrastructure to ensure optimal performance. The ideal candidate showcases excellent problem-solving skills and a strong background in contact center environments. This role offers a full-time annual contract with potential for extension.

Serviços

Healthy work environment

Qualificações

• Proficient in VoIP, omnichannel strategies, interactive voice response (IVR), HP performance center, and Alvaria CX Suite.
• Beginner in CTI Integration.
• Conversational English.

Responsabilidades

• Administer and maintain the Noble and Alvaria CX platforms.
• Integrate Alvaria with CRM systems, ticketing tools, and workforce management platforms.
• Monitor telephony infrastructure to ensure system health and call quality.
• Partner with Network, Security, and Infrastructure teams for secure voice services.

Descrição da oferta de emprego

Job Summary

I'm helping Soutec LLC find a top candidate to join their team flexible for the role of Telephony / UC Engineer (Alvaria / Noble). You'll optimize global contact center solutions, shaping client success and expanding your expertise.

Compensation

Hidden.

Location

Remote (for Colombia, Mexico, Argentina, Chile, Brasil, Costa Rica, and Ecuador residents).

Mission of Soutec LLC

The focus has always been to provide an extraordinary customer experience and excellent results by focusing on having the best work environment.

What makes you a strong candidate

• You are proficient in VoIP, omnichannel strategies, interactive voice response (IVR), HP performance center, and Alvaria CX Suite.
• You are beginner in CTI Integration.
• English - Conversational.

Terms

• Contract : Annual, with possibility of extension
• Schedule : Full-time.

Key Responsibilities

Platform Administration and Support

• Administer and maintain the Noble and Alvaria CX platforms, including dialers, campaign management, predictive dialing, IVR flows, and call routing.
• Configure and support Alvaria Workforce Engagement Management for scheduling, forecasting, and adherence.
• Optimize voice, chat, and omnichannel routing within Alvaria systems.
• Ensure proper operation of call recording, quality monitoring, and compliance features.

Integration and Optimization

• Integrate Alvaria with CRM systems, ticketing tools, and workforce management platforms.
• Build and maintain custom reports, dashboards, and data feeds using Alvaria Performance Center.
• Monitor and tune campaign KPIs to maximize efficiency.
• Design call flows, IVR menus, and queue strategies aligned with business needs.

Reliability and Operations

• Monitor telephony infrastructure to ensure system health and call quality.
• Troubleshoot SIP signaling, trunking, call routing, and CTI integration issues.
• Perform upgrades, hotfixes, and patches on Alvaria and Noble components.
• Maintain system documentation and operational runbooks.

Collaboration and Governance

• Partner with Network, Security, and Infrastructure teams to ensure secure voice services.
• Work closely with Contact Center Operations to implement campaign changes.
• Manage vendor escalations with Alvaria support.

What We're Looking For

• Proven experience with Alvaria and Noble platforms, including UIP, ALM, and WFM.
• Strong background in contact center environments.
• Hands‑on experience with installation, configuration, and ongoing support.
• Excellent problem‑solving and communication skills.

Benefits

• Healthy work environment.

Job Location

Engineer • Aparecida de Goiânia, Goiás, Brazil