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
➢ Implementation/upgrade/expansion of Contact Centre Solutions, including.
➢ Solution design review and feedback
➢ Technical Site Discovery and validation of pre-requisites, providing technical information for customer/partner techs prior to implementation phase.
➢ Implementation of software components and third-party components as defined by the project and customer needs.
➢ Integration to telephony data sources and other third-party systems including Active Directory/Cloud Identity Management.
➢ Cloud (AWS/Google Cloud) experience is a plus
➢ Site and user acceptance testing.
➢ Primarily remote but onsite if required.
➢ Primarily in office hours but out of hours if required.
Qualifications
➢ Overall, 10 years’ experience & 4 years professional service/ implementation experience in a similar technical position.
➢ 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)
➢ 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
➢ Windows Domains: Active Directory, DNS, Security and Group Policy
➢ Windows 10, Windows Server 2012/2016
➢ Application servers: WebLogic, IIS and Tomcat
➢ Knowledge of AWS/Google Cloud + Cloud Identity Management
➢ Mandatory - Demonstrated experience working with databases (SQL preferred) – Can interpret schemas, and/or author queries and stored procedures
➢ Mandatory - Understanding of networking and protocols (TCP/IP, SMTP, etc.) preferred
➢ Mandatory - Knowledge of Work Force Management (WFM) + telecom systems (CTI, PBX, VOIP) including switches and protocols preferred
➢ Mandatory - Knowledge of operating systems, desktop domains (active directory), and Windows security
➢ Familiarity with Contact Center operations and technology software and tools preferred
➢ Prior experience with the installation, support, usage, or administration of Verint software preferred
➢ 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
➢ Experience as a system engineer (Implementation or Support).
➢ Ability to work with teams across geographies and effectively collaborate
➢ Drive engagement with a Customer 1st Approach
➢ Personal accountability to achieve expected project outcome & customer expectations
➢ Analytical with proven problem diagnosis and solving skills.
➢ Excellent interpersonal and communication skills.
➢ Handles conflict with a high level of integrity
➢ Constantly improve self-knowledge in the different products via formal & informal training sessions
Key Working Relationships (Internal & External)
➢ Verint Services Teams
➢ Verint Support and Project Managers
➢ Verint Sales Team
➢ Customers
About Verint :- https://www.verint.com/
Primary Roles & Responsibilities
➢ Implementation/upgrade/expansion of Contact Centre Solutions, including.
➢ Solution design review and feedback
➢ Technical Site Discovery and validation of pre-requisites, providing technical information for customer/partner techs prior to implementation phase.
➢ Implementation of software components and third-party components as defined by the project and customer needs.
➢ Integration to telephony data sources and other third-party systems including Active Directory/Cloud Identity Management.
➢ Cloud (AWS/Google Cloud) experience is a plus
➢ Site and user acceptance testing.
➢ Primarily remote but onsite if required.
➢ Primarily in office hours but out of hours if required.
Qualifications
➢ Overall, 10 years’ experience & 4 years professional service/ implementation experience in a similar technical position.
➢ 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)
➢ 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.
Skills Required
- Overall 10 years' experience and 4 years professional service/implementation experience
- Bachelor's degree in a technology discipline or equivalent combination of education and experience
- Demonstrated experience as a software SME or technical expert in application-dependent technology
- Experience working with databases and ability to author queries/stored procedures (SQL preferred)
- Understanding of networking and protocols (TCP/IP, SMTP, etc.)
- Knowledge of Work Force Management (WFM) and telecom systems (CTI, PBX, VoIP) including switches and protocols
- Knowledge of operating systems, desktop domains (Active Directory), and Windows security
- Experience as a system engineer (implementation or support)
- Familiarity with application servers such as WebLogic, IIS, Tomcat
- Familiarity with troubleshooting/diagnostic tools (Wireshark, NetMon, PerfMon, WinDBG)
- Cloud experience (AWS or Google Cloud) and Cloud Identity Management
- Prior experience with Verint software
- Certifications such as PMP, MSDBA, MCSE, MCSA, Avaya or Cisco Voice Technologies
Verint Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Verint and has not been reviewed or approved by Verint.
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Strong & Reliable Incentives — Feedback suggests incentive compensation for go-to-market roles is structured competitively, with attractive on-target earnings cited in sales. Variable or bonus pay appears to be part of the package in several tracks.
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Leave & Time Off Breadth — Feedback suggests paid time off and holidays are a strength, with generous PTO and personal holidays frequently highlighted. Flexible work schedules and remote/hybrid options further support time away and balance.
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Parental & Family Support — Employer materials highlight company-paid parental leave, adoption assistance, and fertility support. Feedback suggests these family-oriented programs are part of a comprehensive global offering.
Verint Insights
What We Do
Verint® helps the world’s most iconic brands build enduring customer relationships by connecting work, data, and experiences across the enterprise. With this approach, brands can navigate and thrive as they adapt to the future of work, eliminate the inefficiencies created by organizational and data silos, and consistently deliver differentiated experiences at scale across every interaction. Our solutions help brands close the gap created when they lack the resources required to deliver experiences that fulfill customer expectations. Closing this Engagement Capacity Gap™ helps them build lasting relationships with customers and drive real business results. The Verint Customer Engagement Platform draws on the latest advancements in artificial intelligence and analytics, open integration, and the science of customer engagement to meet ever-increasing, ever-shifting consumer interactions and demands. We help our customers to drive even greater value from their technology investments by working closely with a broad ecosystem of solutions and partners. With Verint, brands can finally unlock the potential of customer engagement across every area of the business to deliver consistently differentiated experiences to their customers and employees, and do so at scale to realize tangible business results. Global Presence • Headquartered in Melville, N.Y., with 40+ offices worldwide • Powered by 4,500 dedicated professionals and a global partner network Closing the Engagement Capacity Gap Brands today are challenged to deliver quality customer experiences across dozens of engagement channels, hundreds of customer journeys, and millions of interactions – all with the same team and resources. This results in an Engagement Capacity Gap. Verint solutions are uniquely geared toward closing this gap. More than 10,000 organizations in over 175 countries—including more than 85 percent of the Fortune 100 — rely on Verint. To learn more, visit: www.verint.com
