Consultor Soluções Digitais

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Design and evolution of **Genesys Cloud CX architecture** (voice, digital, and omnichannel)

• Implementation and configuration of **IVR/URA, queues, routing, and inbound/outbound campaigns**

• Definition and execution of **business rules and service flows**

• Management of **users, profiles, permissions, skills, and schedules**

• Integration with third-party systems (**CRM, ERP, BI**) via **APIs, Data Actions, and Web Services**

• Configuration and troubleshooting of **telephony (SIP, trunks, DID, BYOC)**

• Engagement in **N2/N3 support**, incident analysis, and problem resolution (RCA)

• Monitoring of **SLAs, KPIs, and QoS**, with an emphasis on continuous improvement

• Assistance in testing, validation, migrations, and rollout of new features

• Preparation of **technical documentation** and handover to operational teams

• Collaboration with business areas, IT, security, and vendors

⛳️ Requirements

• Practical experience with **Genesys Cloud CX** (Voice, Digital, Architect, and Admin)

• Knowledge of **REST APIs, JSON, OAuth, and integrations**

• Experience in critical **24x7 environments** and contact center operations

• Background in **telephony configuration and voice troubleshooting**

• Analytical profile, with architectural vision and strong communication skills

• Bachelor's degree completed

• Minimum experience: **3 years**

• Differentiators: experience with automation and optimization of service flows, involvement in digital transformation projects in contact centers, knowledge of monitoring and observability tools.

🏝️ Benefits

• Meal voucher or food allowance;

• Discounts on courses, universities, and language institutions;

• Stefanini Academy — a platform offering free, updated online courses with certification;

• Mentoring;

• Benefits club for consultations and exams;

• Medical assistance;

• Dental assistance;

• Discounts and benefits club at top establishments;

• Travel club;

• Pet care agreement.