Postúlate en Kit Empleo: kitempleo.com.ar/empleo/py5qg

We are seeking an experienced **Telephony / Unified Communications Engineer** with **proven hands-on experience in Noble or Alvaria (formerly Aspect)** contact center platforms. This role is critical in supporting and optimizing our enterprise contact center environment, including outbound/inbound dialing, IVR flows, routing strategies, workforce management, and reporting tools.

This is a **fully remote** position, requiring daily interaction with general teams. **Advanced English** is mandatory.

**Key ResponsibilitiesPlatform Administration & Support**
- Administer and maintain the **Noble / Alvaria CX Suite**, including:

- Predictive / progressive / preview **dialers**:

- **Campaign management**:

- **IVR design** and call flow configuration
- **ACD routing**, skills-based routing, queue strategies
- Support **WEM / Workforce Management** (scheduling, adherence, forecasting).
- Ensure proper operation of recording, QM, compliance, and monitoring systems.
- Maintain routing for voice, chat, and omnichannel components within Alvaria.

**Integration & Optimization**
- Integrate Noble / Alvaria with CRM, ticketing tools, and external UC systems.
- Build and maintain reports and dashboards (Performance Center / reporting modules).
- Monitor and optimize dialer KPIs (contact rates, abandon rates, SLA performance).
- Design and refine IVR menus, routing logic, and campaign strategies.

**Reliability & Operations**
- Monitor the telephony infrastructure: system health, call quality, latency.
- Troubleshoot SIP signaling, trunking, CTI integrations, and routing incidents.
- Perform platform upgrades, patches, hotfixes, and system maintenance.
- Maintain documentation: call flows, baselines, runbooks, diagrams.

**Collaboration & Governance**




- Work closely with Contact Center Operations to deploy campaign changes.
- Collaborate with Network, Security, and Infrastructure teams on resilience and security.
- Manage vendor escalations with Alvaria/Noble support.

**Required Qualifications**
- **3-5+ years** supporting enterprise telephony or contact center platforms.
- **Direct experience with Noble or Alvaria (Aspect)**:

- CX Suite
- Dialers
- WEM / Workforce
- Performance Center
- Strong understanding of: dial plans, call routing, IVR, CTI, ACD, call recording.
- Solid knowledge of **SIP, RTP, trunking, SBCs**, QoS fundamentals.
- Strong troubleshooting, log analysis, and problem-solving skills.
- **Advanced English** (B2+ / C1).

**Preferred Skills**
- Experience with other UC/CC platforms: Avaya, Cisco, Genesys, Microsoft Teams voice.
- Experience with Wireshark, packet captures, signaling traces.
- Knowledge of automation/scripting (PowerShell, Python, SQL).
- Experience with workforce optimization or speech analytics.
- Ability to document processes and maintain configuration standards.

**Soft Skills**
- Strong analytical and troubleshooting abilities.
- Excellent communication for interfacing with technical and business stakeholders.
- Highly organized, detail-oriented, with strong documentation habits.
- Ability to function independently in a fast-paced environment.

**Training Requirement**

The Telephony / UC Engineer is expected to maintain up-to-date knowledge of the **Noble / Alvaria environment** and participate in training, operational reviews, and vendor-led learning sessions.

**Job Types**: Full-time, Contract
Contract length: 12 months

**Experience**:

- Noble/Alvaria: 1 year (required)

**Language**:

- english (required)

Postúlate en Kit Empleo: kitempleo.com.ar/empleo/py5qg

📌 Telephony / Unified Communications Engineer (Noble / Alvaria - Aspect) (Buenos Aires)
🏢 Soutec
📍 Buenos Aires