Telephony / UC Engineer - Experiencia en Noble/Alvaria

Soutec; Colombia; Presencial; COP 112.124.000 - 168.187.000; Jornada completa

Descripción de la vacante

A telecommunications services company in Colombia seeks a Telephony / Unified Communications Engineer. This role requires expertise in managing Noble/Alvaria contact center platforms and a solid background in network engineering. Responsibilities include optimizing inbound/outbound dialers and supporting workforce management for efficiency. Candidates should have at least 5 years of experience and proficiency in English. This position offers the chance to lead integrations and ensure high availability across voice and omnichannel operations.

Formación

• Minimum 5 years of experience in communications engineering.
• Proficient in English language.
• Strong background in engineering and networking.

Responsabilidades

• Manage and optimize the Noble/Alvaria CX suite for inbound/outbound dialers.
• Support Alvaria WEM for scheduling and forecasting.
• Build custom dashboards using SQL to monitor KPIs.
• Execute integrations between telephony systems and CRMs.
• Lead resolution of network issues ensuring optimal QoS.

Conocimientos

Telephony system management

Alvaria/ Noble CX Suite

SQL

Network troubleshooting

Workforce management

Educación

Technical/Professional Education

Descripción del empleo

Role Overview

We are looking for a highly skilled Telephony / Unified Communications Engineer with specialized experience in Noble/Alvaria contact center platforms. In this role, you will be responsible for the design, implementation, administration, and advanced support of our enterprise communications stack, ensuring high availability and scalability for our voice and omnichannel operations.

Key Responsibilities

• Platform Administration: Manage and optimize the Noble/Alvaria CX suite, including inbound/outbound dialers, predictive dialing, and complex IVR flows.
• Workforce Management: Configure and support Alvaria WEM for scheduling, forecasting, and real-time adherence.
• Data & Reporting: Build custom dashboards and data feeds using Alvaria Performance Center and SQL to monitor critical KPIs (SLAs, abandon rates, AHT).
• Integration: Execute integrations between telephony systems and CRMs, ticketing tools, and third-party APIs.
• Network & Troubleshooting: Lead the resolution of SIP signaling, trunking, and ruteo issues, ensuring optimal QoS across the network.

Requerimientos

• Educación mínima: Educación Técnico/Profesional
• 5 años de experiencia
• Idiomas: Inglés
• Conocimientos: Ingeniería, Redes