Senior Telephony Analyst

Description

Job Summary: An IT professional with experience in administration and management of telephony systems (PBX, VOIP, unified communications), focused on optimization, support, and security of communications. Key Highlights: 1. Administer and manage telephony systems (PBX, VOIP, contact center) 2. Monitor and optimize call quality and propose effective solutions 3. Collaborate with IT and infrastructure teams * **Education:** Bachelor's degree in Information Technology, Telecommunications Engineering, Information Systems, or related fields; * **Experience:** Administration and management of telephony systems (PBX, VOIP, unified communications solutions, contact center). Perform configuration and maintenance of telephony equipment and systems, ensuring proper functionality. Monitor and optimize call quality by analyzing performance metrics and adjusting configurations to improve user experience. Diagnose and resolve technical issues related to telephony, identifying root causes and proposing rapid and effective solutions. Ensure communication security by implementing policies and controls to prevent fraud and safeguard confidentiality. Provide technical support to internal company users, delivering training and resolving issues related to telephony systems. Collaborate with other IT, infrastructure, and customer service departments to optimize integration of telephony systems with other platforms. Analyze and implement new solutions and technologies, focusing on continuous improvement of the company's communication processes. * **Mandatory Requirements:** Prior experience in administration of telephony systems (PBX, VOIP, contact center solutions). Knowledge of communication protocols (SIP, H.323, RTP, etc.) and voice and data networking technologies (QoS, VLANs, TCP/IP). Experience with network and performance monitoring tools (Wireshark, SolarWinds, Nagios, etc.). Ability to diagnose and resolve technical issues in telephony systems. Strong communication skills and ability to provide technical support to internal users. Familiarity with telephony cost management and performance analysis. Solid Linux knowledge. * **Desirable Qualifications:** Certifications in telephony and networking technologies (Cisco, Avaya, Asterisk, etc.). Knowledge of unified communications (UCC) solutions and integration of telephony systems with other enterprise platforms. Experience with contact center platforms and SLA management. * **Location:** Location: South Zone of São Paulo - SP (Hybrid model, 2 days per week onsite).