Job Summary:

Tier 1/2 support for Verint calls recording solution. This requires working in rotational shifts on 24x7 basis (including night shifts).

Perform health check of the Verint applications on daily basis and ensure that the performance report is generated / presented on timely assistance to stakeholders.

Coordinate with other teams to resolve a problem and establish effective working relationships with vendors to ensure timely assistance for any issues / problem.

Provide work around solution wherever applicable upon approval from the respective senior member/ stakeholders.

Provide permanent fix to a problem by engaging the right resources and ensure to maintain knowledge base on critical issues / errors. .

Provide regular updates to senior members and respective stakeholder regarding ongoing severity 1 or 2 issue and communicate the status effectively.

Participate in root cause analysis with internal team, vendor and client tech team. Work with respective support team to help identify action Items and corrective action for further improvements.

Implement change requests for Contact Center applications and work along with vendors/ client wherever change coordination is required.

Maintain documentation for continuous improvement and knowledge base of resolutions to common or recurring problems in Verint application.

Knowledge and Skill Requirements:

Hands-on experience on Verint loggers and call quality evaluation systems

Strong understanding of SQL database management, SQL Query, integration of Verint with all basic telephony, signaling standards and telecommunications protocols (JTAPI, TSAPI, ASAI) used in Verint with different PBX / Solutions.

Should posses Computer skills with some basic experience on Microsoft office, LAN/WAN as well.

Hands on experience on associated adjuncts CTI and CRM

Excellent interpersonal and communication skills (verbal and written).

High level of focus on customer and met business objectives.

IP Telephony