CX Consultant - CCaaS Solutions. AI enablement for CX. Huawei Artificial Intelligent Contact Center, Xenialab XCALLY. 3rd level support. ChatBot and IVR application architecture, planning, development and troubleshooting. API and services integration. Custom report consulting. Splunk SIEM and SOAR. Presales engineering.

Telecommunications Consultant. Problem management. Troubleshooting engineering on IT & Telecom systems. Tracing analysis on several protocols such as SIP, CSTA, MGCP. Cloud and on-premisses Contact Centers. Database systems troubleshooting and tunning. Custom report consulting. Virtual and physical environments.

SelfService application development for large CX environments; Backend integration using REST, SOAP, DBMS, Socket TCP/IP; Advanced troubleshooting for layers 4,5,6 and 7; SIP, RTP, CSTA, MGCP, TCP/IP and others. Requirement analysis for BI Modeling; Pipeline design for data engineering. Architecture standards definitions for development. View creation for custom reports on high volume call center databases. Techical lead for the Telecom DEV team.

Implementation consultant. Professional Services for the Telco Centralization Project at customer Caixa Economica Federal. L2 and L3 support and Problem Manager for several technologies including Unify, Oracle, Aspect an Xcally. Pre-sales engineering - sizing, consulting and technical specification analysis and RFP matching. Technical Training instructions.

Second level support analysis and problem management on Unify contact center systems and Communication Platform integrations through CSTA protocol on the Global Customer Support. Root Cause Analisys reports development. Maintenance of the knowledgement base of the operation with known and new problem issues, islation and validation as well as workarounds and permanent solutions to them. Performing scenario compatibility matrix.

Field IT & Telco Services Analyst. Implementation and operation of Unify Call Center technologies. Customer CEF (Multi Site Brazil Bank): participating on network integrated six-site call center operational environment working with continuous database replication. Each site topology consists on a Communication Platform, a Call Center Management System and an IVR and a seventh site with seven commercial IVRs routing calls to the remaining six sites. Implementation and operation of High… Show more Field IT & Telco Services Analyst. Implementation and operation of Unify Call Center technologies. Customer CEF (Multi Site Brazil Bank): participating on network integrated six-site call center operational environment working with continuous database replication. Each site topology consists on a Communication Platform, a Call Center Management System and an IVR and a seventh site with seven commercial IVRs routing calls to the remaining six sites. Implementation and operation of High Availability and stand alone call centers projects. Show less

Business Intelligence Analyst.Requisites analisys. Development of database load scripts and stored procedures for B.I. Routines.Development of Dashboards with structured queries using Power Decision software.

Administrative Assistant. Billing Notes routines responsible. Expedition assistant.Documentation analisys for public bids oppenings and participation on electronic bid.Controlling customer's debts and performing updates on customer bills' status with the company.