Senior Analyst, Verint Application
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Job Location:
Taguig - Philippines
Monthly Salary:
Not Disclosed
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
What Application Development & Maintenance contributes to Cardinal Health
Information Technology oversees the effective development delivery and operation of computing and information services. This function anticipates plans and delivers Information Technology solutions and strategies that enable operations and drive business value.
Application Development & Maintenance performs configuration or coding to develop enhance and sustain the organizations software systems in a cross-functional team environment through adherence to established design control processes and good engineering practices. This job family programs and configures end user applications systems databases and websites to achieve the organizations internal needs and externally-facing business needs. Application Development & Maintenance partners with business leaders investigates user needs and conducts regular assessments maintenance and enhancements of existing applications.
Key Responsibilities
- Act as the Tier 2/3 technical support for all Verint system issues escalating to vendor support when necessary and managing the resolution process
- Contact Center Focus: Expertly configure and maintain WFM modules for forecasting scheduling realtime adherence and intraday management ensuring tight integration with the Automatic Call Distribution (ACD) or omnichannel platform.
- Troubleshoot data discrepancies system errors and performance issues related to timekeeping scheduling and reporting.
- Manage and test system upgrades patches and version upgrades ensuring minimal disruption to 24/7 contact center operations and back-office task flow.
- Design build and support the critical interfaces between the Verint system and various source systems: Genesys SAP etc
Required Qualifications
- 2 or more years in a role supporting Verint Application.
- Familiarity with networking concepts and troubleshootingpreferred
- Experience with Genesys Phone and WFM integration preferred
- Basic knowledge of Server Maintenance and Accessibility
- Has experienced / understanding of SQL and Database structure
- Familiarity with contact center or operational metrics (e.g. Service Level AHT Occupancy Shrinkage) if applicable.
- Strong English communication problem solving and analytical skills
Desired Qualifications
- Troubleshooting experience in Verint application and other integration platform such as Genesys contact center environment.
- Knowledgeable in Telephony terminology and components such as VoIP SIP etc.
- Workforce Management System Terminology
What is expected of you and others at this level
- Applies working knowledge in the application of concepts principles and technical capabilities to perform varied tasks
- Works on projects of moderate scope and complexity
- Identifies possible solutions to a variety of technical problems and takes action to resolve
- Applies judgment within defined parameters
- Receives general guidance and may receive more detailed instruction on new projects
- Work reviewed for sound reasoning and accuracy
Candidates who are back-to-work people with disabilities without a college degree and Veterans are encouraged to apply.
Cardinal Health supports an inclusive workplace that values diversity of thought experience and background. We celebrate the power of our differences to create better solutions for our customers by ensuring employees can be their authentic selves each day. Cardinal Health is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race religion color national origin ancestry age physical or mental disability sex sexual orientation gender identity/expression pregnancy veteran status marital status creed status with regard to public assistance genetic status or any other status protected by federal state or local law.
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Required Experience:
Senior IC
Key Skills
- Databases
- IT Experience
- Iis
- SQL
- .NET
- Microsoft SQL Server
- Visio
- Epic
- Systems Analysis
- Oracle
- Cerner
- Application Support
About Company
Cardinal Health improves the cost-effectiveness of healthcare. We help focus on patient care while reducing costs, enhancing efficiency and improving quality.
