Product Support Engineer (WFM)
Verint Systems · Bengaluru · onsite · Posted 62d ago
Undisclosed10–15 yrsfulltimeSourced from
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About this role
Job Summary
Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject tchange. Applicants are advised tconfirm the latest information directly on the company website before applying.
The purpose of this role is timplement 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 alsincludes advanced project related troubleshooting and escalation of service requests via a IMS ticketing system.
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 timplementation phase.
- Implementation of software components and third-party components as defined by the project and customer needs.
- Integration ttelephony 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.
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
- Any of the following certifications may be a plus (PMP, MSDBA, MCSE, MCSA, Avaya or CiscVoice Technologies)
- Demonstrated experience as a software SME or technical expert in Application dependent technology
- 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.
- Experience as a system engineer (Implementation or Support).
- Ability twork with teams across geographies and effectively collaborate
- Drive engagement with a Customer 1st Approach
- Personal accountability tachieve 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
- Verint Services Teams
- Verint Support and Project Managers
- Verint Sales Team
- Customers
Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject tchange. Applicants are advised tconfirm the latest information directly on the company website before applying.
Sourced from naukri
Skills
TroubleshootingDNSActive DirectoryWindowsweblogicTomcatiisComputer NetworksSQLTelecom
About Verint Systems
Verint Systems
IT Services & Consulting
501
employees
1994
32 years old
Melville, New York
United States
₹19.7L PA avg
Avg at Verint Systems
About
Verint is a global leader in Customer Engagement. Customer Experience experts in Automation, AI, and Cloud. Security and Intelligence mining software
Industries
IT Services & ConsultingInternetHardware & NetworkingSoftware Product
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