Consultor Solucoes Digitais in Brazil, Indiana at Jobgether
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Job Description
This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Consultor Soluções Digitais in Brazil.
This role is focused on designing, implementing, and supporting advanced contact center solutions within a modern digital customer experience ecosystem. You will work with omnichannel platforms, primarily Genesys Cloud CX, to build scalable, resilient, and efficient service environments that connect voice and digital channels seamlessly. The position plays a key role in shaping customer interaction architecture, ensuring high availability, performance, and continuous improvement of service operations. You will collaborate with technical and business teams to translate requirements into robust solutions, while also contributing to troubleshooting, optimization, and system integration efforts. Operating in a dynamic, enterprise-grade environment, you will be responsible for ensuring operational excellence across critical communication flows. This is a strategic and hands-on role that combines architecture design, technical execution, and stakeholder engagement.
In this role, you will be responsible for designing, implementing, and maintaining digital contact center solutions, ensuring performance, scalability, and integration across systems.
- Design and evolve Genesys Cloud CX architecture, including voice, digital channels, and omnichannel experiences.
- Configure and maintain IVR/URA flows, routing strategies, queues, and inbound/outbound campaigns.
- Define and implement business rules, call flows, and customer interaction logic.
- Manage users, roles, permissions, skills, schedules, and operational configurations.
- Integrate Genesys Cloud CX with third-party systems such as CRM, ERP, and BI platforms using APIs, Data Actions, and web services.
- Configure and troubleshoot telephony infrastructure, including SIP, trunks, DID, and BYOC environments.
- Provide N2/N3 technical support, including incident analysis and root cause analysis (RCA).
- Monitor SLAs, KPIs, and service quality metrics to support continuous improvement initiatives.
- Support testing, validation, migration, and rollout of new features and solutions.
- Develop and maintain technical documentation and ensure proper knowledge transfer to operational teams.
- Collaborate with business, IT, security, and vendor teams to ensure solution alignment and delivery success.
This position requires strong experience in contact center technologies, system integration, and cloud-based customer experience platforms.
- Hands-on experience with Genesys Cloud CX, including Voice, Digital, Architect, and Administration modules.
- Strong knowledge of REST APIs, JSON, OAuth, and system integration concepts.
- Experience working in mission-critical 24x7 environments, preferably within contact center operations.
- Solid understanding of telephony configuration and voice troubleshooting (SIP, trunks, routing).
- Analytical mindset with the ability to design scalable solutions and optimize workflows.
- Strong communication skills and ability to interact with technical and business stakeholders.
- Bachelor’s degree completed.
- Minimum of 3 years of relevant professional experience.
- Familiarity with automation, workflow optimization, and digital transformation initiatives is a plus.
- Experience with monitoring, observability, and performance tools is considered a strong differential.
- Meal or food allowance.
- Health and dental insurance coverage.
- Access to exclusive discounts and benefits programs.
- Training and development platform with free certified online courses.
- Discounts on education, language courses, and partner institutions.
- Mentorship programs to support professional growth.
- Travel club and pet-related benefits.
- Access to healthcare-related discounts for exams and consultations.
- Flexible benefits and employee perks ecosystem.