Customer Success Consultant – Implementation IV

Role Overview

• Perform technical feasibility analysis by consulting multiple systems and internal databases;
• Identify causes of failures, constraints, and viable alternatives for resolution;
• Triage, kick-off, scheduling, and end-to-end management of Voice orders (DDR, SIP, Centralized SIP, SIP Web, 0800/0300);
• Update orders in legacy systems (Star, Vantive, ServiceNow, SAE, etc.);
• Schedule and track technical stages: site survey (vistoria), network, modem, SWT, activation, and portability;
• Participate in recurring alignment meetings with corporate clients;
• Monitor third-party links (BL, dedicated links, Starlink, Vivo FWA) ensuring stability and repair;
• Control, authorize, and oversee equipment removal;
• Manage SD-WAN boxes and inventory;
• Execute PCC removal actions across different internal systems;
• Support cancellations to enable new contracts;
• Monitor portabilities in the PN Admin system;
• Produce materials, reports, and executive presentations;
• Interface with shopping mall and condominium administrators for installations and maintenance.

Requirements

• Knowledge of Voice technologies (SIP, DDR, 0800 numbers, portability);
• Understanding of networks and infrastructure: BL, dedicated links, Starlink, FWA, SD-WAN;
• Operation of internal systems (Vantive, SNOW [ServiceNow], SAE, Star, Remedy, PHP);
• Analytical ability to assess technical feasibility;
• Ability to organize workflows, deadlines, and multiple concurrent orders;
• Clear, structured, and customer-oriented communication;
• Organization and priority management;
• Resilience and ability to perform under pressure;
• Ability to influence and lead multidisciplinary topics;
• Ownership mindset and hands-on approach;
• Previous experience with large corporate clients;
• Knowledge of network and telecom topologies;
• Experience deploying SD-WAN;
• Experience working with multiple carriers and troubleshooting links.

Tech Stack

• PHP

Benefits

• Choose the ideal benefit for you and your dependents via a digital platform with various categories such as gym, meal voucher (VR), food voucher (VA), pharmacy assistance, health insurance, dental care, and life insurance;
• Company mobile phone—yes, a brand-new smartphone for you!
• Unlimited voice and data plan! Yes, unlimited—on the best mobile network, even faster with Vivo 5G!
• An exclusive Vivo offer with special discounts on landline, broadband, TV, and apps;
• Eligible to receive an annual Bonus or PPR (profit-sharing program);
• Plan your future through a Private Pension plan;
• Have children? You will be entitled to a subsidy to help with school, daycare, or babysitter expenses;
• Work in an environment that respects your personality, style of dress, and way of being, where you can be authentic (#ComeAsYouAre);
• Work remotely up to 2 days per week (#Mobility);
• Flexible working hours;
• Enjoy a day off to celebrate your birthday;
• Participate in one of the largest corporate volunteer programs to help make a difference in the world;
• Benefit from our Educational Development Program offering partnerships with educational institutions at a discount, as well as certifications and online courses;
• Boost your career through our Internal Recruitment Program, in Brazil or abroad—we are present in more than 17 countries! (#VivoMinhaCarreira)
• Access a range of initiatives to improve your physical, emotional, and social well-being through #VivoWellbeing, which encourages healthy habits and a better quality of life. Available services for employees include consultations with nutritionists, psychologists, social workers, telemedicine, and more.