Voice/Contact Center Designer

1 semana atrás

Lagoa Santa, Brasil British Telecom Tempo inteiro

Why this role mattersAt BT International, We serve customers in over 180 countries, helping multinational businesses transform digitally.We deliver secure, high-performance networks and IT solutions that connect people and data wherever they are.Our strategy is to be brilliant in what we do best , making it easier for customers to work with us , and delivering scalable, repeatable solutions backed by outstanding service and market-leading security .As a Senio r Unified Communications / Contact Center Designer , you'll be at the heart of this journey — designing technical solutions that meet customer needs, support growth, and shape the future of digital connectivity.What you'll be doingIn this role, you will:- Work on solution designs for customer projects, mainly in-life services but also new builds and transformations.- Design and deliver technical solutions that align with governance and gold standards.- Ensure your designs are scalable, adaptable, and cost-effective.- Escalate risks or cost issues when needed.- Present and explain technical designs to internal and external audiences.- Collaborate across offices and remote teams to deliver exceptional service.Your responsibilities- Capture and translate business requirements into high-quality technical solutions.- Contribute to issue resolution during design and delivery phases.- Review and validate new and in-life products and services.- Support customer migration planning, change management, and impact assessments.- Troubleshoot and support resolution of technical issues, including root cause analysis.- Ensure all designs follow architectural principles and strategy.- Suggest and support improvements to internal processes.Skills & experience we're looking forCore skills – We should be able to work independently on the following matters:- Requirements gathering & analysis- UC / CC Solution design & delivery- Business analysis & commercial awareness- Troubleshooting & root cause analysis- Technology migration- Change and incident managementSoft skills & mindset- Strong communication & presentation skills- Ability to negotiate and develop proposals- Growth mindset & continuous learning attitude- Inclusive, collaborative approach to teamwork- Learning agility — adapt quickly to new tools and technologiesTechnical knowledge- +5 years' experience in Unified Communication / Contact Center technologies & protocols- Design and deploying Cisco Voice / Cisco Contact Center solutions is mandatory- Contact Center Solutions (Genesys / Webex / Five 9) and Voice, Collaboration (MS Teams / Zoom / Webex) is a plus- Understanding enterprise IT and cloud-based environments for UC and CC Solutions- Advanced English is mandatoryWhat's in it for you- Opportunity to design solutions that impact global industries.- Exposure to cutting-edge technologies- Career growth in solution design and architecture.- Work with a diverse, international team shaping the future of digital transformation.If you enjoy solving complex technical challenges, designing innovative customer solutions, and want to grow your career in a global, collaborative environment, this role is for you

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