Verint Product Support Engineer 

India, Karnataka, Bengaluru 

629208143

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
➢ 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
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➢ 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).➢ 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)