Verint Contact Center Application Engineer

The Contact Center Application Engineer provides advanced engineering and operational support for mission-critical contact center technologies within a large enterprise environment. This is a hands-on technical role requiring deep experience architecting engineering and supporting Verint platforms in both on-premises and cloud/tenant-hosted environments. The ideal candidate will demonstrate a strong history of direct engineering complex troubleshooting and solution delivery for Verint solutions across the full lifecycleincluding migrations integrations and performance optimization.

Key Responsibilities

Application Engineering Support & Monitoring

• Perform advanced daily health checks proactive monitoring and hands-on support for Verint 15.x (and related) platforms in production.
• Diagnose troubleshoot and resolve complex incidents and performance issues collaborating with vendors and internal SMEs.
• Lead and execute system changes upgrades patching and migrationsincluding on-prem to cloud/tenant transitions.
• Ensure strict adherence to SLAs KPIs and change-control governance for all Verint-related systems.

Engineering & Problem Management

• Architect and implement scalable resilient Verint solutions (call/desktop recording Quality Management Workforce Management).
• Drive root-cause analysis and long-term remediation for high-severity or recurring issues.
• Document technical procedures and mentor Level 1/2 support teams on advanced troubleshooting and operations.

Collaboration & Stakeholder Engagement

• Partner with developers architects and vendors to deliver robust Verint solutions and integrations with other contact center technologies.
• Communicate technical status risks and solution progress to engineering leadership and stakeholders.

Technology Ownership

• Maintain expert-level knowledge of Verint 15.x and prior versions including architecture deployment and performance tuning in both on-prem and cloud/tenant-hosted environments.
• Serve as primary owner for Verint 15.x configuration management security administration and lifecycle upgradesensuring compliance audit readiness and continuous alignment with evolving requirements.
• Recommend and implement process improvements automation opportunities and best practices for Verint operations.

Qualifications :

Required Qualifications

• 10 years of IT support or operations engineering experience with a strong focus on contact center technologies.
• 8 years of direct hands-on experience engineering and supporting: Verint solutionsincluding call/desktop recording Quality Management (QM) Workforce Management (WFM) and reporting/analyticsin enterprise environments; Aspect and Intradiem (or similar) applications.
• Proven success supporting and engineering production enterprise Verint environments (on-prem and cloud/tenant-hosted) incident response and change execution.
• Experience with public cloud platforms (Azure AWS GCP) related to Verint application hosting integration or migration.
• Advanced troubleshooting root-cause analysis and problem-solving skills in complex regulated environments.

Preferred Qualifications

• Previous experience leading or supporting Verint migrations (on-prem to cloud/tenant cloud to on-prem or between cloud tenants).
• Demonstrated engineering and support expertise with both on-premises and cloud/tenant-hosted Verint solutions.
• Solid understanding of Windows and Linux operating systems enterprise software architecture and cloud security principles.
• Familiarity with contact center AI technologies and automation frameworks.
• Strong documentation discipline with ability to author runbooks SOPs and technical knowledge articles for complex Verint environments.
• Excellent communication skills able to collaborate across technical and non-technical teams and present to senior leaders.
• Self-motivated continuous learner staying current on Verint product developments cloud transformation trends and emerging best practices in contact center technology.

Additional Information :

• This role requires evening and weekend on-call support.
• Contractor may participate in major incident bridges and high-urgency scenarios.
• Initial engagement focuses on supporting stabilizing and evolving the Verint 15.x environment with opportunities to lead or participate in broader contact center transformation projects.

Remote Work :

Yes

Employment Type :

Full-time