Especialista Infraestrutura Tecnologia - Arquitetura de Telecom e Voz (Contact Center)

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Especialista Infraestrutura Tecnologia - Arquitetura de Telecom e Voz (Contact Center) based in Brazil.

This is a high-impact infrastructure role focused on voice and telecommunications architecture within a critical Contact Center environment. You will help build and establish the Voice and Telecom function from the ground up while supporting an operation handling more than 1 million calls per month. The role combines architecture, L3 technical support, platform administration, security, regulatory governance, and systems integration. You will work across voice platforms, networks, CRMs, monitoring tools, and cloud technologies to ensure reliable and secure communications. The environment values autonomy, collaboration, adaptability, and the ability to solve complex problems independently. This is an opportunity to shape a foundational technology capability while partnering closely with multiple business and technical teams.

Accountabilities:

• Design, configure, and sustain voice routing and security architectures, including trunks, SIP environments, and Session Border Controllers (SBCs), ensuring reliable and secure communications.
• Act as the L3 escalation point for critical voice and telecommunications incidents, leading advanced troubleshooting, root-cause analysis, and resolution of complex issues.
• Administer and support corporate Contact Center and PABX platforms across legacy, hybrid, and evolving environments.
• Manage telecommunications governance, including regulatory compliance with Anatel requirements, technology inventories, capacity planning, and relationships with service providers and suppliers.
• Design and evolve Interactive Voice Response (IVR) flows and voice architectures to improve customer and operational experiences.
• Integrate voice platforms with CRM and other enterprise systems, including the availability and management of relevant metadata through APIs and connected services.
• Contribute to the evolution of cloud-based Contact Center capabilities, monitoring solutions, automation, and conversational technologies as the Voice and Telecom environment expands.

Requirements

• Proven L3-level experience administering, troubleshooting, and sustaining enterprise Contact Center platforms across legacy and hybrid environments, with experience such as Avaya and Amazon Connect.
• Strong technical knowledge of voice and networking protocols, including SIP, SIP Trunking, RTP, and SBC technologies.
• Advanced experience troubleshooting voice networks through log analysis, packet inspection, and tools such as Wireshark.
• Deep knowledge of Anatel operational and regulatory requirements applicable to telecommunications and voice services.
• Experience with cloud-based Contact Center platforms is highly valued, particularly in environments combining traditional and cloud technologies.
• Knowledge of REST API integrations for connecting voice platforms with CRMs and other enterprise systems is a plus.
• Familiarity with advanced monitoring and observability dashboards, including Grafana and Zabbix, is desirable.
• Exposure to conversational AI and voice bot technologies such as Dialogflow is an advantage.
• Demonstrated autonomy and the ability to operate independently without constant technical direction, taking ownership of complex infrastructure challenges.
• Strong interpersonal and communication skills, with a collaborative, approachable, and relationship-oriented profile capable of working effectively with different business and technical areas.
• Customer-focused, entrepreneurial, adaptable, and solution-oriented mindset, with the ability to build new capabilities from the ground up in a changing environment.

Benefits

• Flexible medical and dental plans, according to eligibility and work model.
• Medication assistance and health allowance options for eligible family members.
• Free psychotherapy sessions and 24-hour telemedicine services.
• Ongoing health prevention, mental wellbeing, and vaccination programs.
• Meal voucher or local restaurant support, plus food allowance with an additional Christmas allowance.
• Discounts of up to 40% across the beauty and retail ecosystem.
• Gympass/TotalPass access to gyms and sports studios.
• Home office allowance for eligible hybrid or remote work arrangements.
• Birthday day off.
• Pet health plan, partner discounts, and travel and accommodation programs.
• Extended parental leave, with up to 180 days for mothers and 120 days for fathers.
• Support programs for parents of children with specific needs, plus childcare or early education assistance.
• School supplies assistance and child nutrition support.
• Dedicated legal, psychological, and social guidance.
• Private pension plan and life insurance.
• Bereavement support and payroll-deducted loan options.
• Transportation allowance and parking support, depending on the work model.
• Benefits packages are adapted according to the eligibility of each position and the applicable work arrangement.