Carlos Henrique de Figueiredo Ferreira

Solution Architect at Interaxa
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Contact Information
us****@****om
(386) 825-5501
Location
São Paulo, São Paulo, Brazil, BR
Languages
  • Inglês -
  • Espanhol -
Skills

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Flavio Affonso

Carlos is one of the best workers i worked with, always commited with the customer best interest in order to provide the best service possible and fastest possible, fulfilling all the requirements from customer and worker partners. Learn quickly, open mind to new ideas, those are some great points he have and will always accomplish times and dates no matter how hard the job is.

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Credentials

  • Genesys Inbound Voice 8.5
    Genesys
    Dec, 2018
    - Sep, 2024

Experience

  • Interaxa
    • Brazil
    • IT Services and IT Consulting
    • 1 - 100 Employee
    • Solution Architect
      • Jan 2021 - Present

      Responsible for:- Designing, describing, and managing the solution engineering in relation to specific business problems.- Leading and introducing the overall technical vision for a particular solution.- Finding the best tech solution among all possible to solve the existing business problems.- Describing the structure, characteristics, behavior, and other aspects of software to project stakeholders.- Providing specifications according to which the solution is defined, managed, and delivered.

    • Regional Support Manager
      • Jan 2020 - Jan 2021

      Responsible for managing technical support activities N1 and N2 to customers with problems related to our technologies: Genesys, NICE, Aspect, Verint.Customer service: Carrefour, Cielo, Vivo, Oi, Porto Seguro, Intermédica, Mary KayResponsible for customer crisis managementResponsible for the management of the N2, N1 Support Team and monitoring Team

    • Support Coordinator
      • Mar 2019 - Jan 2020

      Responsible for the support coordination of N2 Support team, working in support of several tools: Genesys, Verint, NICE, Nexidia and custom applications produced by the internal Engineering team InteraxaCustomer service: Carrefour, Cielo, Vivo, Oi, Porto SeguroResponsible for customer crisis managementResponsible for the management of the N2 Support Team

    • Tech Lead
      • Feb 2017 - Mar 2019

      Responsible for the technical leadership of N2 Support team, working in support of several tools: Genesys, Verint, NICE, Nexidia and custom applications produced by the internal Engineering team InteraxaCustomer service: Carrefour, Cielo, Vivo, Oi, Porto SeguroResponsible for customer crisis managementResponsible for the management of the N2 Support Team

    • Senior Technical Support Analyst
      • Oct 2016 - Feb 2017

      Troubleshooting Genesys applications: URS (Universal Routing Server), SIPServer, IWS (Interaction Workspace), WDE (Workspace Desktop Edition), Speechminer, InfomartAdjustment of routing strategiesImplementation of improvements in monitoring and support of several clients, such as: Cielo, Votorantim, Oi, Vivo, Pagtel, Porto SeguroAdjustment of problems encountered in the client and suggestion of improvements to use the tools, always providing the fastest and safest way.

    • Senior Software Integration Engineer
      • Apr 2014 - Oct 2016

      Responsible for integrating the Genesys platform with focus on Infomart and Framework.Technical leadership in the Cielo client since June / 05, participating in the project of call center internalization in various medias (voice, email and chat).Development of applications for ComposerMaintaining Applications for Composer

    • Professional Services
      • Dec 2011 - Apr 2014

      Responsible for the leadership of Itaú development in Credit Card area (Itaucard)Technical Leadership in the development Credit Card area, with suggestions of improvements and perfomance analysis in applications of IVR

    • Developer
      • Apr 2011 - Dec 2011

      Development of applications for IVR GMK TalkerMounting and setting up environmentMaintenance of applications for the IVR GMK TalkerMaintaining applications in GVP8Development of applications for GVP8

  • Folha de S.Paulo
    • Brazil
    • Newspaper Publishing
    • 700 & Above Employee
    • Developer
      • Feb 2011 - Apr 2011

    • Webmaster Coordinator
      • Jul 2010 - Feb 2011

      Project Coordinaton of Folha.com that involve static pages.Attendance and support to applications that facilitate the news reporter day.Creation of solutions for the news reporter needs using internal CMS tool.

    • Webmaster
      • Mar 2008 - Jun 2010

      Creating static pages with HTML, CSS, Javascript, jQueryCreation of solutions for the news reporters needs using internal CMS tool.

Education

  • Universidade Presbiteriana Mackenzie
    Bacharel, Ciências da Computação
    2007 - 2012

Community

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