Telecom Analyst

Work Your Magic with us! 

Ready to explore, break barriers, and discover more? We know you’ve got big plans – so do we! Our colleagues across the globe love innovating with science and technology to enrich people’s lives with our solutions in Healthcare, Life Science, and Electronics. Together, we dream big and are passionate about caring for our rich mix of people, customers, patients, and planet. That’s why we are always looking for curious minds that see themselves imagining the unimaginable with us. 

This position and team reporting structure is the foundational layer of the infrastructure organization of the company. The Telecom Analyst carries out projects (on time, on quality, on cost) and support (incident, requests) activities with a focus on the region, NASA while being part of a global organization.

Our telecom scope covers telephony, contact centers and video-conferencing services for the 3 business sectors and group functions in an international environment.

• Participate in telecom projects
• Participates with telecom incidents and requests management raised by our internal customers and users (focus on priority and SLA)
• Focuses on the business contact center, including CTI with CRM applications
• Monitors, the telecoms services and support reporting tools for proactive management to minimize outages
• Improves and develops our telecom services to best serve the business
• Monitors, review, recommend, test, and implement new telecom software revision/feature sets/patch
• Coordinates and manages planned telecom maintenance activities
• Coordinates with other IT units
• Stays current on IT telecom trends and news

Who you are: 

Minimum Qualifications:

• Advanced student of a bachelor´s degree in IT Telecommunications or related field.
• English is required. Portuguese is preferred
• 7+ years of telecommunication infrastructure and engineering experience
• 5+ years in-depth working knowledge of at least one of the following telecommunication solutions: Microsoft Teams phone, Avaya Aura and call center Elite or Cisco IP Telephony and UCCE/CVP call center or equivalent contact center platforms (Genesys, Nice, …)
• 7+ years enterprise-scale technical experience with on-premise and cloud infrastructures

Preferred Qualifications:

• IT skills, including telecom knowledge and skills, understanding of IP networks as well as servers operating systems
• Experience with contact center (recording, CTI, omnichannel, …)
• Experience in Powershell
• Experience with virtualization and appliance environment
• Analytical skills and ability to translate business requirements
• Problem solving and self-motivated attributes to provide excellent services
• Aptitude to understand business practices thrive in a fast-paced and growing environment while using sound judgment and experience to resolve complex issues and challenges.

Natural relationship builder and team player, with the ability to understand business needs and interact cross-function

What we offer: We are curious minds that come from a broad range of backgrounds, perspectives, and life experiences. We celebrate all dimensions of diversity and believe that it drives excellence and innovation, strengthening our ability to lead in science and technology. We are committed to creating access and opportunities for all to develop and grow at your own pace. Join us in building a culture of inclusion and belonging that impacts millions and empowers everyone to work their magic and champion human progress!

Apply now and become a part of our diverse team!

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