- Detailed gathering of customer requirements- Using of generative AI for troubleshooting and process optimization- Ensuring the correct understanding of customer expectations within the company's internal areas- Negotiation and definition of customers' scopes, times and dates- Functional configuration of the omnichannel platform: voice, email (tickets), webchat, social media; basic reports builder.- Platform integration through API documentation- Budget tracking and monitoring- Technical & operational consulting / advisoring to customers

Based on the experience obtained as IT Project Manager and prior functions performed in the BPO sector, this role focuses on new telco infrastructure designs and solutions, as well as optimisations of IT resources over existent platforms.

- Head of the Networking area, in charge of engineering staff (6-10 people).- Management of IT projects for 60+ BPO clients, applying SCRUM / ITIL / PMI frameworks and methodologies.- Acquisition and implementation of new connectivity technologies, understanding the needs and perspectives of the business, through collaborative work with the Help Desk (technical support levels 2 and 3), Information Security (cybersecurity) and Innovation (integration with AI and RPA solutions) areas.- Definition of the organization IT investment roadmap, as a result of the interaction with Procurement and Accounting areas, for the IT infrastructure renovation and cost optimization (savings), as well as the negotiation with partners and service providers. - Review of the RFI and RFP documentation and its respective technical annexes, as the base for the definition of feasibility, technical architectures and IT cost models, based on a specified purpose and scope with proposed value-added ideas and products, to the awarding of the contracts.- Leadership in voice and data solutions for BPOs, through the application of skills in LAN / WAN design, configuration, management and documentation of routing, switching, wireless technologies, VPNs, network protocols, collaboration tools, perimeter security (UTM Firewalls), telecom channels (Internet - extended LAN - MPLS - radio links) and cloud computing services based on IaaS (Infrastructure as a Service).- Leadership on implementation and documentation of quality and information security IT processes (preventive maintenance, business continuity, changes, capacity, etc.) according to the ISO9001 / ISO27001 standards and PCI-DSS certification criteria - Design, implementation and documentation of IT contingency and high availability (HA) systems, as a result of the DRP (Disaster Recovery Plans) and BCP (Business Continuity Plans) guidelines compliance (agreed with end customers), in accordance with the current industry standards.

- Head of the Networking area (data and connectivity), in charge of engineering staff (5 people).- Management of projects related to the corporate network infrastructure, for 50+ BPO clients (both in-house and aoutsourcing).- Advisory for acquisition of new connectivity technologies.- Technical and financial relationship with IT devices and services providers.- Review of the RFI and RFP documentation and its respective technical annexes, as the base for the definition of feasibility, technical architectures and IT cost models, based on a specified purpose and scope with proposed value-added ideas and products, in order to the awarding of the contracts.- Leadership in voice and data solutions for BPOs, through the application of skills in LAN / WAN design, configuration, management and documentation of routing, switching, wireless technologies, VPNs, network protocols, collaboration tools, perimeter security (UTM Firewalls), telecom channels (Internet - extended LAN - MPLS - radio links) and cloud computing services based on IaaS (Infrastructure as a Service).- Design, implementation and documentation of IT contingency and high availability (HA) systems, as a result of the DRP (Disaster Recovery Plans) and BCP (Business Continuity Plans) guidelines compliance (agreed with end customers), in accordance with the current industry standards.

- Leadership in voice and data specialized solutions for BPOs (up to 50 in-house and outsourcing clients), through the application of skills in LAN / WAN design, configuration, management and documentation of layer 2 / layer 3 VLAN Management, routing, switching, connectivity services (Proxy - DHCP - DNS Management, E-mail server, NAT-PAT), wireless technologies, VPNs, network protocols, collaboration tools, perimeter security (UTM Firewalls), and telecom channels (Internet - extended LAN - MPLS - radio links) - Advisory for acquisition of new connectivity technologies.- Design, implementation and documentation of IT contingency and high availability (HA) systems, as a result of the DRP (Disaster Recovery Plans) and BCP (Business Continuity Plans) guidelines compliance (agreed with end customers), in accordance with the current industry standards.

Management of the telecom infrastructure, deployed for 25 Contact Center clients, specialized in:- Asterisk PBX: CTI, Dialplan, Queueing, Erlang, traffic models, transactional / dynamic IVRs, PHP & Postgres DB integration, SIP - IAX Trunking.- Design and deployment of telephonic reporting, focused on Contact Centers KPIs (ASA, TMO, ACD, etc).- Corporate LAN: VLAN management, routing, switching, Proxy - DHCP - DNS Management.- Corporate WAN: Telecom channels (Internet - extended LAN - MPLS - radio links) and VPNs implementation.

Management of the VoIP platform, implemented for 25 Contact Center clients, specialized in Asterisk PBX (CTI, Dialplan, Queueing, Erlang, traffic models, transactional / dynamic IVRs, PHP & Postgres DB integration, SIP - IAX Trunking), as well as design and deployment of telephonic reporting focused on Contact Centers KPIs (ASA, TMO, ACD, etc).

Level-1 technical support for 25+ Contact Center clients, through the management of Asterisk PBX (Call Center users, SIP - IAX extensions, Dialplan, Queueing) and the Corporate LAN (VLAN management, switching, Proxy - DHCP - DNS Management)

Level-1 technical support for the online billing corporate LAN. Assembly of structured wiring on branch offices.