Recursos Humanos jobs in Brazil

Atibaia, São Paulo, Brazil

Descrição da vaga: 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.

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

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

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

• Location: Remote | Contract: Annual, with possibility of extension | Schedule: Full-time.
• We are looking for a highly skilled professional with strong experience in Alvaria and Noble platforms to take on a key role in managing and optimizing contact center solutions for global clients. This is an opportunity to work with advanced technology, collaborate in an international environment, and expand technical expertise.

• Annual contract with the possibility of extension, offering stability and growth opportunities.
• Work with U.S.-based clients to gain international exposure.
• Collaborate with experienced professionals in the industry.
• Remote flexibility, allowing you to work from anywhere while supporting global operations.

• 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.

• 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.

• 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.

• 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.

• 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.

• Healthy work environment.