Senior Engineer - Product Support (QM)

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
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Verint for whom it was not intended.
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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/