Product Support Engineer

General Description Overview of Role The purpose of this role is to implement the WFO product suite at contact centers coordinating all phases of projects with the project manager This includes site discovery and preparation implementation and configuration site design and user acceptance testing The role also includes advanced project related troubleshooting and escalation of service requests via a IMS ticketing system Primary Roles Responsibilities az Implementation upgrade expansion of Contact Centre Solutions including az Solution design review and feedback az Technical Site Discovery and validation of pre-requisites providing technical information for customer partner techs prior to implementation phase az Implementation of software components and third-party components as defined by the project and customer needs az Integration to telephony data sources and other third-party systems including Active Directory Cloud Identity Management az Cloud AWS Google Cloud experience is a plus az Site and user acceptance testing az Primarily remote but onsite if required az Primarily in office hours but out of hours if required Qualifications az Overall 10 years experience 4 years professional service implementation experience in a similar technical position az Mandatory - Bachelor s degree in a technology discipline or an equivalent combination of education and experience o Any of the following certifications may be a plus PMP MSDBA MCSE MCSA Avaya or Cisco Voice Technologies az Demonstrated experience as a software SME or technical expert in Application dependent technology For Verint Internal Use Only This document is for Verint internal use only and may not be distributed outside of Verint or to persons inside Verint for whom it was not intended 2020 Verint Systems Inc All Rights Reserved Worldwide Technical Competence The following are desirable az Windows Domains Active Directory DNS Security and Group Policy az Windows 10 Windows Server 2012 2016 az Application servers WebLogic IIS and Tomcat az Knowledge of AWS Google Cloud Cloud Identity Management az Mandatory - Demonstrated experience working with databases SQL preferred - Can interpret schemas and or author queries and stored procedures az Mandatory - Understanding of networking and protocols TCP IP SMTP etc preferred az Mandatory - Knowledge of Work Force Management WFM telecom systems CTI PBX VOIP including switches and protocols preferred az Mandatory - Knowledge of operating systems desktop domains active directory and Windows security az Familiarity with Contact Center operations and technology software and tools preferred az Prior experience with the installation support usage or administration of Verint software preferred az Familiarity with use of troubleshooting and diagnostic tools such as Wireshark NetMon PerfMon WinDBG etc will be a significant plus Job Specific Knowledge and Skills az Experience as a system engineer Implementation or Support az Ability to work with teams across geographies and effectively collaborate az Drive engagement with a Customer 1st Approach az Personal accountability to achieve expected project outcome customer expectations az Analytical with proven problem diagnosis and solving skills az Excellent interpersonal and communication skills az Handles conflict with a high level of integrity az Constantly improve self-knowledge in the different products via formal informal training sessions Key Working Relationships Internal External az Verint Services Teams az Verint Support and Project Managers az Verint Sales Team az Customers About Verint - https www verint com Responsibilities Primary Roles Responsibilities az Implementation upgrade expansion of Contact Centre Solutions including az Solution design review and feedback az Technical Site Discovery and validation of pre-requisites providing technical information for customer partner techs prior to implementation phase az Implementation of software components and third-party components as defined by the project and customer needs az Integration to telephony data sources and other third-party systems including Active Directory Cloud Identity Management az Cloud AWS Google Cloud experience is a plus az Site and user acceptance testing az Primarily remote but onsite if required az Primarily in office hours but out of hours if required Qualifications Qualifications az Overall 10 years experience 4 years professional service implementation experience in a similar technical position az Mandatory - Bachelor s degree in a technology discipline or an equivalent combination of education and experience o Any of the following certifications may be a plus PMP MSDBA MCSE MCSA Avaya or Cisco Voice Technologies az Demonstrated experience as a software SME or technical expert in Application dependent technology For Verint Internal Use Only This document is for Verint internal use only and may not be distributed outside of Verint or to persons inside Verint for whom it was not intended 2020 Verint Systems Inc All Rights Reserved Worldwide About Us At Verint we believe customer engagement is the core of every global brand Our mission is to help organizations discover opportunities previously only scarcely imagined by connecting work data and experiences enterprise wide We hire innovators with the passion creativity and drive to answer constantly shifting market challenges and deliver impactful results for our customers Our commitment to attracting and retaining a talented diverse and engaged team creates a collaborative environment that openly celebrates all cultures and affords personal and professional growth opportunities Learn more at www verint com