Junior Telecommunications Analyst

Localiza&Co

Analista de Telecom Júnior managing service platform operations in Localiza&Co. Supporting incident resolution and operational quality in customer service.

Posted 7/8/2026full-timeBelo Horizonte • 🇧🇷 BrazilJuniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in operational support for service platforms, with a strong focus on incident analysis, troubleshooting, and process improvement. Proficient in telephony applications and familiar with tools like NICE and Amazon Connect to enhance customer service environments.

Highest-signal resume keywords

Telephony KnowledgeNICE PlatformAmazon ConnectProcess AutomationCI/CD Practices

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Incident AnalysisTroubleshootingBasic Software DevelopmentScripting SkillsOperational RoutinesIntegrationsService Flow UnderstandingQueue ManagementMetrics MonitoringDocumentation

Soft Skills

Good Communication SkillsOrganizational Skills

Tools & Technologies

NICEAmazon ConnectBlip

Industry Keywords

Customer ServiceOperational ContinuitySLA ComplianceNPS ImprovementWorkflow Improvement

About the role

Key responsibilities & impact

Provide operational support for the platforms used by service teams;
Analyze, troubleshoot and resolve incidents related to the applications and solutions owned by the team;
Handle operational and technical requests related to the service platforms;
Support the daily activities of contact centers, ensuring operational continuity and quality;
Monitor contact queue metrics, contributing to SLA compliance and NPS improvement;
Investigate root causes of deviations, failures or unexpected platform behavior;
Support identification of improvement opportunities in workflows, processes and automations;
Collaborate with partner areas, vendors and internal teams to resolve issues and evolve solutions;
Contribute to documentation of procedures, recurring incidents, flows and operational best practices;
Act proactively by monitoring signs of instability or deviations before they escalate into operational incidents.

Requirements

What you’ll need

Knowledge of telephony applied to customer service environments;
Familiarity with service platforms, especially NICE, Amazon Connect and Blip;
Understanding of service flows, including routing, queues, customer journeys and operational rules;
Basic software development or scripting skills to support operations;
Knowledge of CI/CD practices;
Experience with process automation, operational routines or integrations;
Ability to analyze and investigate technical incidents;
Good communication skills for interaction with technical and operational teams and vendors;
Organizational skills to track requests, record actions and work with a focus on deadlines and quality.

Benefits

Comp & perks

Profit Sharing
Meal Allowance
Meal Voucher
Health Insurance
Dental Insurance
Gympass
Private Pension Plan
Home Office Allowance
Allya
Unlimited access to a variety of courses through Localiza University
Internal training and development programs
Discounts on vehicle purchases and rentals