Infrastructure Engineer Network & Telephony (Senior) Cisco

Infrastructure Engineer Network & Telephony (Senior) Cisco - Brazil

Location: Brazil / Remote

Employment type: CNPJ

Experience: 10+ Years

🗣️ Language: Fluent English is mandatory

🗣 Language: Resumes must be in English

📅 Start Date: Immediate joiners preferred or candidates who can join within a week

⚠️ Note: Only candidates currently residing in Brazil will be considered.

Position Overview

We are seeking a highly experienced Senior / Principal Infrastructure Engineer with strong hands-on expertise in Cisco network and telephony infrastructure to support a large enterprise environment.

This role combines network and telephony engineering responsibilities and will own Cisco infrastructure patching, incident and change management, testing, AGCS coordination, operational reporting, and legacy call recording platform support.

The engineer will also play a key role in completing the remaining Data Center (DC) Exit activities and supporting Client Life's transition from Cisco telephony to Content Guru. As the migration progresses and Cisco demand decreases, the engineer will help right-size the ongoing Cisco support model, document operational knowledge, and ensure a smooth transition to the future-state environment.

This is a hands-on role requiring strong technical ownership, excellent communication, and the ability to work independently across international and multicultural teams.

Key Responsibilities

Cisco Network & Telephony Infrastructure

• Provide hands-on engineering and operational support for Cisco network and telephony infrastructure.
• Execute and coordinate regular Cisco infrastructure patching and maintenance cycles across network and telephony platforms.
• Troubleshoot and resolve daily incidents involving Cisco networking, telephony, and legacy call recording platforms within defined SLAs.
• Perform infrastructure health checks and proactively identify potential service-impacting issues.
• Support maintenance activities while minimizing business and customer impact.

Incident & Change Management

• Own and resolve incidents across Cisco network and telephony environments.
• Participate in major incident troubleshooting and provide clear technical updates to stakeholders.
• Create, submit, test, and implement infrastructure and telephony changes through established ITIL/change management processes.
• Validate and verify changes following implementation and ensure successful service restoration.
• Maintain accurate technical documentation, incident records, change records, and operational runbooks.

DC Exit & Infrastructure Migration

• Complete remaining Data Center Exit (DC Exit) activities through project closure.
• Coordinate migration, decommissioning, and validation activities for infrastructure components.
• Ensure migrated or decommissioned components have appropriate documentation and operational handover.
• Identify and resolve technical dependencies or risks affecting DC Exit milestones.
• Support knowledge transfer and clean handover from project activities into BAU operations.

Cisco-to-Content Guru Transition

• Support Client Life's transition from Cisco telephony to Content Guru.
• Participate in technical planning, testing, maintenance verification, and cutover activities.
• Validate Cisco/telephony services during migration and assist with troubleshooting during transition windows.
• Support the transition and knowledge transfer of legacy call recording platforms.
• Help identify remaining Cisco dependencies and progressively reduce legacy platform support as services are migrated.

Stakeholder Management & Reporting

• Coordinate closely with AGCS, Client Life, and internal network/telephony teams.
• Participate in stakeholder calls and provide clear, structured technical updates.
• Prepare and maintain recurring Client operational reporting, including incident, change, infrastructure health, and service metrics.
• Escalate risks, service-impacting issues, and project dependencies appropriately.
• Work effectively across international teams, cultures, and time zones.

Cisco Support Model Right-Sizing

• Assess and document remaining Cisco support requirements as demand decreases.
• Develop and maintain runbooks, operational procedures, knowledge-transfer materials, and lessons learned.
• Support the transition from project/migration activities into a streamlined BAU support model.
• Identify opportunities to reduce operational complexity as legacy Cisco platforms are retired.

Required Skills & Qualifications

• 7+ years of hands-on network and telephony infrastructure engineering experience.
• Strong hands-on experience with Cisco network infrastructure, including:
• Routing
• Switching
• Network troubleshooting
• Infrastructure patching
• Maintenance and upgrades
• Strong experience supporting Cisco telephony/voice infrastructure.
• Experience with legacy call recording platforms and associated maintenance/testing activities.
• Strong experience with ITIL-aligned incident and change management.
• Experience working in large, enterprise-scale and preferably regulated environments.
• Ability to independently troubleshoot complex infrastructure incidents and drive issues through resolution.
• Strong understanding of infrastructure testing, validation, and change implementation.
• Excellent written and verbal English communication skills.
• Comfortable leading or participating in stakeholder-facing calls with global teams.
• Experience working across international teams and multiple time zones.
• Strong ownership, accountability, and ability to operate independently under incident pressure.

Preferred Skills

• Experience with Content Guru or another cloud telephony / CCaaS platform.
• Experience supporting or participating in Cisco-to-cloud telephony migrations.
• Experience with Data Center Exit, infrastructure decommissioning, or migration programs.
• Cisco certifications such as CCNA, CCNP, or CCIE.
• Telephony, voice, or call-recording platform certifications.
• Experience in insurance, financial services, or another regulated enterprise environment.
• Experience working with AGCS, Client, or similar global enterprise organizations.
• Experience providing technical mentoring or acting as a technical lead.

Education & Certifications

• Bachelor's degree in Computer Science, Engineering, Information Technology, or a related field preferred.
• Equivalent hands-on technical experience will also be considered.
• CCNA / CCNP / CCIE preferred.
• Relevant telephony, voice, or call-recording certifications are a plus.