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 deliver solutions covering monitoring and access control, concierge services, data analytics, communications, 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—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 networking 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 expected results to our customers. **Become a SegMaker!** **Responsibilities and Duties** As an Implementation Analyst, you will work on customer onboarding, assisting with configurations, parameterizations, and training to ensure optimal use of our products. Implement software developed by Segware, guiding customers throughout the entire remote or on-site implementation process. * *Ensure agreed timelines and training sessions are met accurately.* Customer Needs Analysis and Understanding * *Conduct detailed analysis of customer needs to define the best implementation approach, minimizing impact on customer operations.* * *Analyze and identify potential issues that may arise during implementation.* Training and Support * *Deliver in-person and remote training to ensure end users are prepared to use implemented solutions.* * *Provide ongoing support to meet customer needs.* Documentation and Continuous Improvement * *Document all implementation projects, keeping the internal work tool updated.* * *Develop system help documentation to facilitate user understanding of features.* * *Identify opportunities to improve implementation processes and suggest innovations.* System configuration 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 implementing, configuring, or supporting systems in SaaS environments. * Experience providing technical customer support, software implementation, or infrastructure support. General Technical Knowledge * Familiarity with 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, 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 skills.* * Ability to conduct training sessions and meetings with customers. * Analytical mindset for problem diagnosis and resolution. * Ability to collaborate effectively within teams and across internal departments. * Organizational and time-management skills to meet implementation schedules and timelines. * *Willingness to travel.* Preferred Qualifications * 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 (50% covered by the company, 50% by the employee); * Dental plan (50% covered by the company, 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 company policy); We believe diversity makes people unique; therefore, all qualified candidates—regardless of race, color, religion, age, gender, nationality, disability, or family composition—are welcome. We’d love to meet 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 deliver solutions covering monitoring and access control, concierge services, data analytics, communications, and management of technical and tactical teams. Regardless of operation size, **Segware is for everyone.**
João Silva
Indeed · HR
João Silva
Indeed · HR
