Senior Infrastructure Contact Center Platforms Engineer

We are looking for a senior professional responsible for designing implementing administering and supporting
enterprise Contact Center platforms. This role works primarily with Verint solutions (WFM QM Recording Analytics)
and the Content Guru storm platform (omnichannel routing) operating across on-premise cloud and hybrid
environments.
The engineer will ensure the availability performance security and ongoing evolution of these platforms
collaborating with technical teams and business stakeholders in a global environment.

Key Responsibilities
Design install configure and maintain Contact Center platforms including:
o Verint Workforce Management Quality Management Recording Analytics and Performance
Management
o Content Guru storm omnichannel routing and digital channel orchestration
Administer applications across on-premise cloud and hybrid environments ensuring high availability and
security.
Plan and execute platform upgrades patches and enhancements.
Integrate platforms with:
o Telephony infrastructure SIP and VoIP
o Voice and digital channels
o Identity and access management tools
o Databases reporting tools and other enterprise applications
Monitor platform performance capacity health and data integrity. Diagnose and resolve complex issues.
Oversee vendor performance including SLA adherence and incident handling.
Work with technical teams to evaluate technology trends and recommend platform improvements.
Support disaster recovery planning and testing.
Develop and maintain system documentation standards and operational procedures.
Act as an escalation point for complex incidents.
Provide mentoring and technical guidance to junior engineers.

Knowledge Skills and Abilities
Strong expertise with Verint solutions (WFM QM Recording Analytics).
Practical experience with Content Guru storm platform capabilities (omnichannel routing digital channels).
Solid understanding of Contact Center operations and telephony technologies including SIP and VoIP.
Experience supporting enterprise applications in high-availability environments.
Strong analytical and problem-solving skills.
Ability to collaborate with both technical and non-technical teams.
Familiarity with service management processes for incidents problems and changes.
Ability to maintain organized clear documentation.

Experience Requirements
Minimum of 5 years of hands-on experience with Contact Center platforms including Verint and/or Content
Guru.
Experience planning upgrades enhancements and integrations.
Background in translating operational needs into technical solutions.
Technical leadership experience is preferred.
Experience with workforce optimization quality management analytics or omnichannel technologies is a
plus.

Education
Bachelors degree in Information Systems Computer Science or a related field.

Preferred Certifications
Verint certifications
Content Guru storm certifications
ITIL Foundation
Related technical certifications are a plus