Engenheiro de Dados
CoE | Centro de Excelência Votorantim
AWSAzureETLPythonSparkSQL
IVR, Contact Center and UC Engineer – Specialist
NIO
full-time
Posted on:
Location Type: Hybrid
Location: São Paulo • 🇧🇷 Brazil
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
AWSCloudOracleSwitchingTCP/IP
About the role
- Lead the design, implementation, maintenance and optimization of the entire Contact Center and Unified Collaboration network infrastructure at NIO.
- Ensure robust, scalable and secure connectivity for NIO’s Call Center/IVR operations, guaranteeing service resilience.
- Design, architect and implement highly scalable, resilient and secure IVR solutions.
- Troubleshoot faults in advanced system modules in production and evaluate production and test environment infrastructure.
- Provide support to business areas as well as to the Unified Communications (UC) environment.
Requirements
- Deep knowledge of Contact Center environments with focus on Workforce Optimization (WFO), QM (Quality Monitoring), Speech Analytics, Screen Recording, Interaction Recording (SIP/RTP call recording), Performance Management, CRM integrations, omnichannel support and ACD (Automatic Call Distribution).
- Extensive experience with Voice over IP, TDM, SIP, IP Voice Gateways, SBCs and Session Managers, UCaaS and CCaaS (e.g., NICE CXone, Khomp, Asterisk, Amazon Connect, Ribbon, Five9, Talkdesk, Zendesk Voice).
- Experience with WFM platforms such as Genesys, NICE, Verint and Avaya.
- Experience with UC platforms Microsoft Teams and Cisco Webex, including integration of Room VC endpoints.
- Knowledge of TCP/IP protocols, routing, switching (VLANs, STP, EtherChannel) and wireless networks to optimize VoIP quality.
- Voice network security: expertise with SBCs (AudioCodes, Oracle Acme, Cisco CUBE, Avaya Session Border, Khomp, etc.).
- IP voice network monitoring: experience with performance and network security monitoring tools (e.g., SolarWinds, PRTG, Zabbix, ELK Stack for logs, Amazon CloudWatch, etc.).
- Education: Bachelor’s degree in Computer Science, Network Engineering, Telecommunications, Information Systems or a related field.
- Certifications: relevant and active professional certifications (e.g., Genesys - Cloud CX Certified Professional / Engage Certifications; Avaya: ACIS - Certified Implementation Specialist / ACSS - Certified Support Specialist; Microsoft: Teams Administrator Associate / Managing Microsoft Teams; Cisco Certified Specialist – Collaboration Core; NICE: CXone Certified Implementation Partner; Five9 Technical; Talkdesk Academy Certifications; AWS Certified – CCP / SysOps / DevOps (for Amazon Connect); AudioCodes Voice Networking Specialist).
Benefits
- Meal and/or Food Allowance
- Transportation Voucher
- Health Insurance
- Dental Insurance
- Life Insurance
- Private Pension
- Profit Sharing Program (PPR)
- Pharmacy Assistance
- Childcare Assistance
- Flexible working hours
- V.tal Benefits Club
- Extended maternity leave (6 months)
- Extended paternity leave (20 days)
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Contact Center environmentsWorkforce OptimizationQuality MonitoringSpeech AnalyticsScreen RecordingInteraction RecordingVoice over IPSIPIP Voice GatewaysTCP/IP protocols
Certifications
Genesys - Cloud CX Certified ProfessionalAvaya: ACIS - Certified Implementation SpecialistMicrosoft: Teams Administrator AssociateCisco Certified Specialist – Collaboration CoreNICE: CXone Certified Implementation PartnerFive9 TechnicalTalkdesk Academy CertificationsAWS Certified – CCPAWS Certified – SysOpsAWS Certified – DevOps
