At Segware, we lead the market in software solutions for monitoring centers. **Our mission is clear: to drive our customers' growth while building a safer world.** We are passionate about innovation. With cutting-edge technology, we offer comprehensive solutions spanning monitoring and access control, concierge services, data analytics, communication, and management of technical and tactical teams. Regardless of operation size, **Segware is for everyone.** We are seeking a Systems Implementation Analyst to join our Onboarding team, responsible for ensuring efficient delivery of cloud-based solutions by integrating hardware and software for Alarm, CCTV, Access Control, and VoIP Telephony monitoring. The ideal candidate must have experience implementing software in SaaS environments, knowledge of networks and Windows Server platforms, as well as communication and project management skills. The Implementation Team plays an essential role in our customers’ success, ensuring contracted solutions are implemented correctly and deliver the expected results to our customers. **Become a SegMaker!** **Responsibilities and Duties** As an Implementation Analyst, you will support client onboarding by assisting with configurations, parameterizations, and training to ensure optimal use of our products. Implement Segware-developed software, guiding clients throughout the entire remote or on-site implementation process. * *Ensure agreed deadlines and training sessions are properly met.* Customer Needs Analysis and Understanding * *Conduct detailed analysis of customer needs to define the optimal implementation approach, minimizing impact on customer operations.* * *Analyze and identify potential issues that may arise during implementation.* Training and Support * *Deliver both on-site and remote training to ensure end users are prepared to use the implemented solutions.* * *Provide ongoing support to meet customer needs.* Documentation and Continuous Improvement * *Document all implementation projects, keeping the working tool up to date.* * *Develop system help documentation to facilitate user understanding of features.* * *Identify opportunities to improve implementation processes and suggest innovations.* System support and parameterization according to customer expectations and requirements. Simultaneous management of multiple projects, ensuring organized and effective implementation delivery. **Requirements and Qualifications** Mandatory Requirements * Experience with implementation, configuration, or support of systems in SaaS environments. * Experience in technical customer support, software implementation, or infrastructure support. General Technical Knowledge * Knowledge of Windows and Windows Server operating systems. * Basic Linux knowledge (a plus for troubleshooting). * Knowledge of TCP/IP networking, including IP addressing, DNS, DHCP, NAT, routing, and VLANs. * Knowledge of remote access and support tools. * Familiarity with REST APIs and system integrations. Technical Knowledge – VoIP Telephony * Basic or intermediate knowledge of IP telephony (VoIP). * Understanding of SIP and RTP protocols. * Familiarity with audio codecs and call quality. * Basic knowledge of SIP trunks, extensions, call queues, and IVR. * Ability to identify issues related to latency, jitter, packet loss, and firewall/NAT configuration affecting VoIP communication. * Familiarity with IP PBX systems (e.g., Asterisk, Issabel, FreePBX, or similar) is considered a plus. Interpersonal Skills * *Strong verbal and written communication.* * Ease in conducting client training sessions and meetings. * Analytical profile for problem diagnosis and resolution. * Ability to work collaboratively in teams and across internal departments. * Organizational and time management skills to meet implementation schedules and timelines. * *Willingness to travel.* Advantages * Certifications or courses in networking, VoIP, or infrastructure. * Experience with monitoring platforms or contact center systems. * Knowledge of packet capture tools (e.g., Wireshark) for basic VoIP traffic analysis. Bachelor’s degree (in progress or completed) in Information Technology, Engineering, Systems Analysis, or related fields. **Additional Information** **What will you find here?** * Remote work model; * Meal/food allowance; * Health insurance plan with 50% covered by the company and 50% by the employee; * Dental plan with 50% covered by the company and 50% by the employee; * Home office allowance; * Birthday day off; * Extended paternity and maternity leave; * Totalpass: Wellness platform offering gyms, sports, Pilates, martial arts, nutrition, etc.; * Emotional care platforms: Psicologia Viva, ZenClub, Vittude; * Professional Development Program (per policy); We believe differences make people unique; therefore, all qualified candidates—regardless of race, color, religion, age, gender, nationality, disability, or family composition—are welcome. We want to get to know you—join our team! **Become a SegMaker!** At Segware, we lead the market in software solutions for monitoring centers. **Our mission is clear: to drive our customers' growth while building a safer world.** We are passionate about innovation. With cutting-edge technology, we offer comprehensive solutions spanning monitoring and access control, concierge services, data analytics, communication, and management of technical and tactical teams. Regardless of operation size, **Segware is for everyone.**
João Silva
Indeed · HR
João Silva
Indeed · HR
