Job Description

:
General Description / Overview of Role
The purpose of this role is to implement the WFO product suite at contact centers, coordinating all phases of projects with the project manager. This includes site discovery and preparation, implementation and configuration, site design and user acceptance testing. The role also includes advanced project related troubleshooting and escalation of service requests via a IMS ticketing system.
Primary Roles & Responsibilities
az Implementation/upgrade/expansion of Contact Centre Solutions, including.
az Solution design review and feedback
az Technical Site Discovery and validation of pre-requisites, providing technical information for customer/partner techs prior to implementation phase.
az Implementation of software components and third-party components as defined by the project and customer needs.
az Integration to telephony data sources and other third-party systems including Active Directory/Cloud Identity Management.
az Cloud (AWS/Google Cloud) experience is a plus
az Site and user acceptance testing.
az Primarily remote but onsite if required.
az Primarily in office hours but out of hours if required.
Qualifications
az Overall, 10 years' experience & 4 years professional service/ implementation experience in a similar technical position.
az Mandatory - Bachelor's degree in a technology discipline or an equivalent combination of education and experience
o Any of the following certifications may be a plus (PMP, MSDBA, MCSE, MCSA, Avaya or Cisco Voice Technologies)
az Demonstrated experience as a software SME or technical expert in Application dependent technology
For Verint Internal Use Only
This document is for Verint internal use only and may not be distributed outside of Verint or to persons inside
Verint for whom it was not intended.
2020 Verint Systems Inc. All Rights Reserved Worldwide.
Technical Competence
The following are desirable
az Windows Domains: Active Directory, DNS, Security and Group Policy
az Windows 10, Windows Server 2012/2016
az Application servers: WebLogic, IIS and Tomcat
az Knowledge of AWS/Google Cloud + Cloud Identity Management
az Mandatory - Demonstrated experience working with databases (SQL preferred) - Can interpret schemas, and/or author queries and stored procedures
az Mandatory - Understanding of networking and protocols (TCP/IP, SMTP, etc.) preferred
az Mandatory - Knowledge of Work Force Management (WFM) + telecom systems (CTI, PBX, VOIP) including switches and protocols preferred
az Mandatory - Knowledge of operating systems, desktop domains (active directory), and Windows security
az Familiarity with Contact Center operations and technology software and tools preferred
az Prior experience with the installation, support, usage, or administration of Verint software preferred
az Familiarity with use of troubleshooting and diagnostic tools such as Wireshark, NetMon, PerfMon, WinDBG etc., will be a significant plus.
Job Specific Knowledge and Skills
az Experience as a system engineer (Implementation or Support).
az Ability to work with teams across geographies and effectively collaborate
az Drive engagement with a Customer 1st Approach
az Personal accountability to achieve expected project outcome & customer expectations
az Analytical with proven problem diagnosis and solving skills.
az Excellent interpersonal and communication skills.
az Handles conflict with a high level of integrity
az Constantly improve self-knowledge in the different products via formal & informal training sessions
Key Working Relationships (Internal & External)
az Verint Services Teams
az Verint Support and Project Managers
az Verint Sales Team
az Customers
About Verint :- https://www.verint.com/
Responsibilities:
Primary Roles & Responsibilities
az Implementation/upgrade/expansion of Contact Centre Solutions, including.
az Solution design review and feedback
az Technical Site Discovery and validation of pre-requisites, providing technical information for customer/partner techs prior to implementation phase.
az Implementation of software components and third-party components as defined by the project and customer needs.
az Integration to telephony data sources and other third-party systems including Active Directory/Cloud Identity Management.
az Cloud (AWS/Google Cloud) experience is a plus
az Site and user acceptance testing.
az Primarily remote but onsite if required.
az Primarily in office hours but out of hours if required.
Qualifications:
Qualifications
az Overall, 10 years' experience & 4 years professional service/ implementation experience in a similar technical position.
az Mandatory - Bachelor's degree in a technology discipline or an equivalent combination of education and experience
o Any of the following certifications may be a plus (PMP, MSDBA, MCSE, MCSA, Avaya or Cisco Voice Technologies)
az Demonstrated experience as a software SME or technical expert in Application dependent technology
For Verint Internal Use Only
This document is for Verint internal use only and may not be distributed outside of Verint or to persons inside
Verint for whom it was not intended.
2020 Verint Systems Inc. All Rights Reserved Worldwide.
About Us: At Verint, we believe customer engagement is the core of every global brand. Our mission is to help organizations discover opportunities previously only scarcely imagined by connecting work, data, and experiences enterprise wide. We hire innovators with the passion, creativity, and drive to answer constantly shifting market challenges and deliver impactful results for our customers. Our commitment to attracting and retaining a talented, diverse, and engaged team creates a collaborative environment that openly celebrates all cultures and affords personal and professional growth opportunities. Learn more at www.verint.com.

Skills Required