Lead System Engineer-Verba & Teams

Primary Verba Call Recording (Core Skill)
. Lead administration, configuration, and optimization of the Verba call recording platform.
. Troubleshoot complex Verba issues involving:
. Drive upgrades, migrations, and patch deployments with minimal downtime.
. Maintain system compliance and support audit/regulatory requirements.
. Perform deepdive analysis and RCA for highseverity Verba incidents.

Secondary Microsoft Teams (Voice & Compliance)
. Support Teams call recording integrations and basic voice troubleshooting.
. Assist with Direct Routing, call flows, and policy configuration as related to recording.
. Coordinate with Teams engineering teams to ensure recording stability.
. Handle incident escalations when recording involves Teams endpoints.
Scripting & Automation:
. Build scripts (PowerShell/Python/Bash) to automate:
. Improve reliability and reduce manual effort through automation tools.
L3 Operational Leadership:
. Serve as the top escalation point for Verba and related recording issues.
. Collaborate closely with L1/L2 teams and provide technical guidance.
. Ensure SLAs, change management, and service continuity standards are met.
. Document processes, troubleshooting guides, and operational runbooks.
Required Skills & Experience:
. Strong handson expertise with Verba/Verint Call Recording (core requirement).
. Solid understanding of VoIP fundamentals: SIP, RTP, RTCP.
. Experience supporting Microsoft Teams (basicintermediate level is sufficient).
. Scripting knowledge in PowerShell and/or Python.
. Familiarity with SBC environments (Oracle/AudioCodes preferred).
. Strong troubleshooting, analytical, and incidentmanagement skills.
Preferred Qualifications
. Experience in compliance driven industries (Finance/BFSI).
. Certifications related to Verba/Verint, Microsoft Teams, or SBCs.
. Exposure to monitoring tools (Splunk, Elastic, Azure Monitor).

• Communication
• MS Teams
• PowerShell
• Session Initiation Protocol
• Telephony