Call Center Engineer

Job Title: Call Center Engineer - Verint WFM Location: Guragon, INDIA About the Role We are seeking a skilled Software Engineer with expertise in Verint Workforce Management (WFM) and Call Recording to support and enhance our contact center technology ecosystem. This role will play a critical part in platform administration, system integrations, and a large-scale migration from Genesys WFM to Verint WFM. The ideal candidate will combine strong technical depth with a solid understanding of contact center operations to ensure system reliability, compliance, and continuous improvement. Responsibilities WFM Migration & Implementation • Lead the end-to-end migration from Genesys WFM to Verint WFM • Analyze existing Genesys configurations, workflows, and integrations to define migration strategy • Design and execute data migration plans (historical data, forecasts, schedules, employee data) • Configure and optimize Verint WFM modules including forecasting, scheduling, adherence, and reporting • Develop APIs, scripts, and data transformation processes to support migration • Support testing cycles (unit, integration, UAT) and post-go-live stabilization Platform Administration & Support • Administer and maintain Verint WFM and Call Recording platforms • Perform system configuration, upgrades, patching, and routine maintenance • Monitor system performance, health, and capacity • Troubleshoot application, integration, and infrastructure issues • Provide L2/L3 production support and participate in on-call rotations Workforce Management (WFM) Operations • Manage forecasting, scheduling, and real-time adherence processes • Support intraday operations and staffing optimization • Partner with business teams to improve workforce planning and reporting • Maintain user roles, permissions, and business rules Call Recording & Compliance • Configure and manage voice recording solutions across IP/VoIP/TDM environments • Ensure compliance with regulatory standards (PCI, GDPR, etc.) • Support quality monitoring and speech analytics (where applicable) • Manage recording storage, retrieval, and archival processes Integrations & Technical Engineering • Build and support integrations with ACD platforms (Avaya, Cisco, Genesys) • Work with databases (SQL Server/Oracle) for validation and troubleshooting • Collaborate with infrastructure teams across servers, networking, and storage • Contribute to API development and automation initiatives Reporting & Analytics • Develop and maintain operational dashboards and reports • Support stakeholders with data insights and extraction • Ensure data accuracy and consistency across systems Governance & Documentation • Maintain technical documentation, SOPs, and knowledge base content • Support audits, compliance initiatives, and data governance standards • Participate in disaster recovery (DR) testing and business continuity planning Must Have Qualifications • Bachelor’s degree in Computer Science, Engineering, or related field • 5+ years of experience with Verint WFM and/or Call Recording platforms • Strong understanding of contact center operations and workforce optimization • Experience integrating with ACD systems (Avaya, Cisco, Genesys) Working knowledge of: • SQL (queries, troubleshooting) • Windows Server administration • Networking fundamentals (SIP, VoIP, ports, firewalls) • Strong analytical, problem-solving, and communication skills Preferred Skills • Experience with Verint Speech Analytics or Quality Monitoring • Exposure to cloud platforms (AWS, GCP) • Experience in large-scale enterprise or contact center environments • ITIL certification • Scripting experience (PowerShell, Python). Thanks & Regards, Imran Khan, +91-8247747186 imran.k@clevanoollc.com