Job Requirements
- Strong understanding of SIP call flows, SBC configuration (preferably AudioCodes Mediant), carrier interop, number porting, DID management, DTMF, codec negotiation, TLS/SRTP, and certificate management.
- Hands-on with Direct Routing and/or Operator Connect, voice routing policies, PSTN usages, dial plans, normalization rules, emergency calling/E911 (where applicable), auto attendants and call queues.
- Proficiency with SIP traces, Wireshark, AudioCodes Syslog/trace, Call Analytics, CQD, and Teams Admin Center troubleshooting.
- Working knowledge of Teams/Skype for Business Online PowerShell for user/voice policy administration and bulk operations.
- Solid understanding of QoS (DSCP marking), bandwidth/CAC, firewall rules, and NAT/SBC edge concepts relevant to Teams voice.
- Support experience for MTR-W/MTR-A (device onboarding, TRAC monitoring, patching, basic peripherals and room setup troubleshooting).
- ITIL: Familiarity with ITIL processes; comfortable operating within incident/change/problem frameworks.
- Proven ability to prioritize tasks and issues according to the business impact
- Good written and verbal communication skills
- Good time management skills
- Mentor more junior colleagues
- Able to work in a high pressure environment
- Strong organizational and analytical skills
- Serves as a primary technical liaison for customers
- Ability to multi-task and work under pressure
- Ability to work autonomously and within team
- Flexible and proactive with a "will do' attitude
- Takes responsibility and follows through on issues to closure and root cause resolution
- Demonstrable desire to achieve
Mindset & Learning Capability
- Strong willingness to learn and develop in the UC domain
- Ability to understand technical documentation
- Analytical thinking and structured troubleshooting approach
- Ownership mindset and accountability
- Good communication skills
This job description outlines the general nature and level of work performed by employees within this classification and is not intended to be a comprehensive inventory of all duties and responsibilities. Additionally, the responsibility to possess the necessary employment documents for this country rests with the candidate.
Diversity & Inclusion
Here at the Stefanini Group, we value diversity and equity, regardless of race, sexual orientation, disability, age, ancestry, religion, gender, or nationality. We understand and encourage the importance of being yourself and invest our efforts in maintaining an environment where it is safe to express oneself!
About us
Global Tech Consulting Company All in One.
Stefanini is a Brazilian multinational company with 38 years of experience and presence in 41 countries. With more than 35,000 employees, we co-create solutions for a better future, driving digital transformation with a focus on real results.
We operate in an integrated way through 7 specialized business units: Consulting (Technology and Business Agility), Analytics & AI, Banking & Payments, Cybersecurity, Manufacturing 4.0, and Digital Marketing. We are a group that breathes collaboration and offers a dynamic environment where you will learn by doing, grow alongside the team, and have space to contribute with ideas and projects.
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