Recursos Humanos jobs in Brazil

Emma of Torre.ai • Linhares, Estado do Espírito Santo, BR

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.

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.”

• 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.