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
• Bachelor’s 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