Digital Solutions Consultant

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

📋 Description

• Design and development of the Genesys Cloud CX architecture encompassing voice, digital, and omnichannel solutions.

• Implementation and configuration of IVR (URA), queues, routing, and both inbound and outbound campaigns.

• Definition and execution of business rules and contact flows.

• Administration of users, roles/profiles, permissions, skills, and schedules.

• Integration with external systems (CRM, ERP, BI) using APIs, Data Actions, and web services.

• Configuration and troubleshooting of telephony systems (SIP, trunks, DIDs, BYOC).

• Participation in N2/N3 support, along with incident and problem analysis (RCA).

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

• Assistance with testing, acceptance (homologation), migrations, and the rollout of new features.

• Preparation of technical documentation and handover processes to operational teams.

• Coordination with business stakeholders, IT, security, and vendors.

⛳️ Requirements

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

• Understanding of REST APIs, JSON, OAuth, and integration processes.

• Background in critical 24x7 environments and contact center operations.

• Expertise in telephony configuration and voice troubleshooting.

• Analytical mindset, with an architectural perspective and excellent communication skills.

• Bachelor's degree (completed).

• Minimum experience: 3 years.

🏝️ Benefits

• Meal allowance or food voucher.

• Discounts on courses, universities, and language schools.

• Access to Stefanini Academy — a platform offering free, current online courses and certificates.

• Mentoring opportunities.

• Benefits club for medical consultations and examinations.

• Health insurance coverage.

• Dental care services.

• Discounts and benefits club at premier establishments.

• Travel club membership.

• Pet benefits program.