Brazil
C6 Bank
Capgemini
Digital Operations Consultant I
Brazil
Barueri, São Paulo, Brazil
SQLAWS
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Responsibilities
- Develop, configure, and maintain IVR/IVR solutions using Genesys Voice Platform, VoiceXML (VXML), CCXML, and SIP integrations.
- Develop and sustain service flows, routing, and strategies within the Genesys Engage ecosystem.
- Act in the integration between Genesys platforms and corporate systems (APIs REST/SOAP, CRM, databases, and internal services).
- Implement and maintain ASR/TTS, MRCP, and voice services solutions.*
- Participate in the definition of technical architecture for Contact Center solutions.*
- Perform troubleshooting of critical incidents and analysis of Genesys platform logs.*
- Monitor performance, availability, and stability of voice and routing services.*
- Support operations, business, and vendor teams in technical and evolutionary demands.*
- Prepare technical documentation, architecture diagrams, and operational procedures.*
- Act in continuous improvement, automation, and platform modernization initiatives.*
- Ensure adherence to best practices for development, observability, security, and high
availability.Qualifications
- Solid experience with Genesys Engage.*
- Hands-on experience with Genesys Voice Platform.*
- Knowledge in: * IVR / URA * VoiceXML (VXML) * CCXML * SIP / VoIP * CTI * MRCP * ASR/TTS*
- Experience with integrations via APIs REST/SOAP.*
- Knowledge of Contact Center architecture and intelligent routing.*
- Experience in troubleshooting and critical incident analysis.*
- Knowledge of SQL databases.*
- Experience with Linux/Unix environments.*
- Knowledge of Genesys tools such as: * IRD * URS * SIP Server * CME / Administrator * CCPulse / Reporting*
- Experience with version control and DevOps practices.
Diversity, Inclusion, and Belonging
At Capgemini, you can be who you are. We value diversity in all its forms and promote an inclusive environment through committees such as:
- Women@Capgemini – Female empowerment and gender equality.
- Capgemini Black – Representation and appreciation of Black culture.
- LGBTQIA+@Capgemini, Capgemini Accessibility, among others.
Our commitment is ongoing: we are recognized by GPTW, Bloomberg Gender Equality Index, EDGE, and Ethisphere as one of the most ethical and inclusive companies in the world. Our vacancies are for everyone, regardless of color, ethnicity, religion, age, gender identity, sexual orientation, or disability.
Make it Real
At Capgemini, we unleash human energy through technology to build a more inclusive, sustainable, and innovative future. If you share these values, come transform the world with us!
Development and Benefits
Complete Well-being
- Medical and dental assistance.
- Totalpass and Equilibrium (physical and mental health).
- Private pension plan and life insurance.
- Family Care Program: extended maternity and paternity leave, fertility support, personalized health and well-being guidance.
- Meal voucher, home office allowance, benefits club, and more!
Development and Benefits
Here, you are the protagonist of your career! We offer:
- Structured career plan and personalized learning paths.
- Corporate University, with access to Harvard, Pluralsight.
- Official certifications with partners such as SAP, AWS, Microsoft, Salesforce.
- Languages with EF Education First (English, Spanish, French, and German).
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