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 lifecycle—including 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 migrations—including 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 upgrades—ensuring compliance, audit readiness, and continuous alignment with evolving requirements.
- Recommend and implement process improvements, automation opportunities, and best practices for Verint operations.
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 solutions—including call/desktop recording, Quality Management (QM), Workforce Management (WFM), and reporting/analytics—in 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.
- 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.
