Description: Required Qualifications * Bachelor's degree in Telecommunications, Electronics, Information Systems, Computer Science, Networking, or related fields; * Certifications: CCNA; CLWXCALL (Essentials of Webex Calling); * Advanced English proficiency; Solid experience in: * Configuration, administration, and troubleshooting of SBCs; * SIP handling: headers, SDP, codecs, interoperability; * Security and QoS: TLS, authentication, attack prevention (DoS/fraud), media optimization; * Cloud integrations: SIP Trunks, Local Gateway, and Webex Calling. * Desired Qualifications * Experience with Cloud Contact Center (CCaaS) platforms, especially Webex; * Knowledge of omnichannel customer service solutions (voice, chat, email, social media); * Experience with collaboration tools (Webex Meetings, Webex Messaging); * Integrations with CRM systems (Salesforce, Dynamics, Zendesk); * Familiarity with AI and automation applied to customer service: virtual agents, intelligent routing; * Analytical skills for interpreting performance reports and metrics; * Platform administration via Control Hub (technical profile); * Knowledge of Security and Compliance (including LGPD). * Configure and administer SBCs (Session Border Controllers) for Voice over IP (VoIP) integration; * Implement, support, and troubleshoot the Webex Calling platform; * Diagnose and resolve SIP-related incidents, ensuring interoperability and quality; * Interact with customers and vendors to manage technical requirements; * Provide support to the customer service team, serving as the communication architecture subject matter expert. 2512110202491913242