Technology Infrastructure Specialist – Telecom and Voice Architecture

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

📋 Description

• Design, configure, and maintain voice routing and security infrastructure, including trunks and SBCs.

• Act as Level 3 escalation support for critical incidents.

• Oversee enterprise Contact Center and PBX platforms.

• Ensure adherence to Anatel regulations.

• Manage inventory, capacity planning, and vendor relationships.

• Create IVR flows.

• Integrate voice systems with CRMs.

• Provide metadata support.

• Assist in a business-critical operation managing over 1 million calls monthly.

• Establish the Voice and Telecom function from the ground up.

⛳️ Requirements

• L3 experience in administering and supporting enterprise Contact Center platforms, including legacy and hybrid systems like Avaya and Amazon Connect.

• Proficient technical knowledge in voice and network protocols: SIP, SIP Trunking, RTP, and SBC.

• Extensive experience in troubleshooting voice networks, including log analysis and Wireshark.

• Comprehensive understanding of Anatel operational regulations.

• Experience with cloud-based Contact Center platforms is a plus.

• Familiarity with voice system integrations using REST APIs is a plus.

• Knowledge of Grafana and Zabbix is a plus.

• Experience with Conversational AI, Dialogflow, and voice bots is a plus.

• Highly self-sufficient.

• Outgoing and relationship-focused.

• Strong communication abilities and an approachable demeanor when collaborating with other teams.

• Customer-centric, entrepreneurial, adaptable, solution-oriented, and capable of building functions from the ground up.

🏝️ Benefits

• Flexible medical and dental insurance options.

• Prescription medication assistance and healthcare allowance for dependents.

• Complimentary psychotherapy sessions and 24/7 telemedicine access.

• Ongoing prevention, mental health, and vaccination programs.

• Meal vouchers (or on-site restaurant) and food allowance (including an additional Christmas allowance).

• Discounts of up to 40% on various brands within our ecosystem.

• Gympass/TotalPass for access to gyms and sports facilities.

• Home office allowance for hybrid and remote work setups.

• Day off for birthdays.

• Pet health insurance, partner benefits, and travel and accommodation programs.

• Extended parental leave (180 days for mothers and 120 days for fathers).

• Support for parents of children with special needs and childcare assistance.

• School supplies allowance and child nutrition credit.

• Dedicated legal, psychological, and social support.

• Private pension plan and life insurance coverage.

• Bereavement support following the loss of parents and payroll-deducted loans.

• Transportation allowance and parking (based on the work model).