·        Responsible for leading the transformation of the company’s continuous delivery pipeline, driving the adoption of tools such as Jenkins, Docker, Ansible, and Shell scripting, with a focus on automation and the security of mission-critical environments.

·        Implemented CI/CD pipelines that increased deployment efficiency by 40% and significantly reduced operational errors.

·        Developed Python/Shell scripts to automate repetitive tasks, saving hundreds of hours of manual work per quarter.

·        Provided technical leadership in infrastructure observability initiatives, focusing on logs, metrics, and time-series analysis to enable data-driven decisions.

·        Acted as a key bridge between development and operations, promoting a DevOps culture and best practices in integration and delivery.

·        Led and coordinated Tier 1 and Tier 2 support teams across global regions (US, EMEA and LATAM), focusing on efficiency, service quality, and process standardization.

·        Provided hands-on Tier 3 support for Genesys platforms (Cloud and On Premises), performing deep-dive troubleshooting, call tracing, log analysis, and voice/data integration with legacy systems.

·        Certification with multiple Genesys Telephony technologies.

·        Managed critical incidents and worked closely with internal teams and vendors to resolve high-severity issues under strict SLA requirements.

·        Acted as a technical interface between solution architects, consultants, and business stakeholders to ensure technical and strategic alignment. Provided technical guidance to support customer experience, service stability, and continuous improvement initiatives.

·        Oversaw SLAs, OLAs, KPIs, and operational metrics at an enterprise level.

·        Responsible for the support and maintenance of mission-critical CTI (Telephony integration) applications used by global contact centers, with a strong focus on the Genesys platform (Cloud and On-Premises).

·        Performed advanced troubleshooting and engaged with Genesys Care Support to resolve high-severity incidents in production environments.

·        Supported high-availability architectures, integrating voice, data, and digital channels with enterprise backend systems.

·        Led improvements in integration processes, component migrations, and standardization efforts across international customer environments.

·        Participated in strategic infrastructure upgrade projects with emphasis on scalability, security, and performance optimization of Genesys solutions.

·        Maintained strong communication with global teams to ensure business continuity and promote service excellence through continuous improvement.

·        Participated from the early stages of implementation, testing, and deployment of Microsoft’s global contact center, ensuring the operation of mission-critical telecommunications solutions.

·        Responsible for the integration of voice and data systems, with a primary focus on the Genesys platform (Cloud and On-Premises), as well as APIs and automation tools.

·        Performed advanced troubleshooting and log analysis for critical incidents, collaborating with internal teams, vendors, and global partners.

·        Actively contributed to continuous improvement initiatives by proposing architectural adjustments, platform integrations, and operational efficiency enhancements.

·        Provided hands-on technical support in hybrid and cloud environments (Microsoft Azure), utilizing Python, SQL, REST APIs, and monitoring tools.

·        Played a key role in technology innovation projects aimed at modernizing and evolving the contact center, ensuring scalability and sustainable performance.

·        During this period, Microsoft reached over 320 million active users globally in 2023, establishing itself as one of the world’s leading business communication platforms.

·        Microsoft was recognized as a Leader in the 2023 Gartner Magic Quadrant for Customer Engagement Centers, reflecting the company’s commitment to customer service excellence.

·        Acted as a technical specialist in a strategic IBM project involving external clients worldwide, responsible for the development, maintenance, and support of system integrations with telephony, primarily based on the Genesys Framework.

·        Participated in a high-performance team in Brazil, dedicated to supporting IBM’s U.S. Contact Center, working on voice systems integration, telecommunications, and critical infrastructure.

·        Nominated as a TR (Technical Resource) in IBM’s internal development program, representing a select group of professionals with outstanding technical performance and leadership potential.

·        Consistently exceeded expectations during the training and adoption of Genesys technologies, recognized for rapid learning, delivery excellence, and technical reliability in mission-critical environments.

·        Contributed directly to the growth and consolidation of the Brazilian team, including during the transition and acquisition of IBM’s entire telephony division by AT&T.

·        Provided technical support for the Genesys platform across multiple clients within the IBM Global Contact Center Solution, ensuring stable and continuous operations in complex production environments.

·        Participated in integration projects involving voice systems (VoIP) and contact center infrastructure, working with TCP/IP protocols, SQL database administration, and Linux systems.

·        Developed key skills in telecommunications, IP networking, CTI systems, and automation in mission-critical customer service environments.

·        Attended an intensive on-site training at Genesys University in Daly City, California (USA), receiving direct instruction from the platform’s core development team.

·        Participated in a knowledge transfer (KT) program at IBM Boulder, Colorado, working closely with the local integration team on global contact center projects to ensure technical and operational alignment across regions.

·        Web developer for telecom applications using ASP and PHP, with Oracle and MySQL databases.

·        Developed a network inventory system integrated with Perl and Shell modules for automated data collection from network devices (routers, switches) and Unix systems across a nationwide infrastructure.

·        Performed migrations involving ATM, IP, and Nokia SDH networks, providing technical support and impact analysis for operations teams.

·        Administered HP-UX and Linux operating systems, focusing on system stability, data integrity, and operational continuity in high-demand environments.

·        Managed backup and recovery routines, preventive maintenance, and server performance tuning.

·        Developed Shell/Perl scripts for monitoring CTI (Computer and Telephony Integration) systems.

·        Provided support and maintenance for the local network, including configuration, monitoring, and troubleshooting of Cisco routers and switches.

·        Member of the first Internet Support Analyst business unit supporting the Brazilian national internet backbone, responsible for troubleshooting, detection, and resolution of network issues in Cisco IP-based infrastructure.

·        Worked with transmission protocols such as ATM, Frame-Relay, and HDLC/ PPP, providing real-time support for incidents affecting national backbone services under the Embratel/MCI network.

·        Provided technical support to corporate customers and ISPs, ensuring high availability and network stability across long-distance infrastructure (WAN).