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
➢ Implementation/upgrade/expansion of Contact Centre Solutions, including.
➢ Solution design review and feedback
➢ Technical Site Discovery and validation of pre-requisites, providing technical information for customer/partner techs prior to implementation phase.
➢ Implementation of software components and third-party components as defined by the project and customer needs.
➢ Integration to telephony data sources and other third-party systems including Active Directory/Cloud Identity Management.
➢ Cloud (AWS/Google Cloud) experience is a plus
➢ Site and user acceptance testing.
➢ Primarily remote but onsite if required.
➢ Primarily in office hours but out of hours if required.
 

Qualifications
➢ Overall, 10 years' experience & 4 years professional service/ implementation experience in a similar technical position.
➢ 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)
➢ Demonstrated experience as a software SME or technical expert in Application dependent technology
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Technical Competence
The following are desirable
➢ Windows Domains: Active Directory, DNS, Security and Group Policy
➢ Windows 10, Windows Server 2012/2016
➢ Application servers: WebLogic, IIS and Tomcat
➢ Knowledge of AWS/Google Cloud + Cloud Identity Management
➢ Mandatory - Demonstrated experience working with databases (SQL preferred) – Can interpret schemas, and/or author queries and stored procedures
➢ Mandatory - Understanding of networking and protocols (TCP/IP, SMTP, etc.) preferred
➢ Mandatory - Knowledge of Work Force Management (WFM) + telecom systems (CTI, PBX, VOIP) including switches and protocols preferred
➢ Mandatory - Knowledge of operating systems, desktop domains (active directory), and Windows security
➢ Familiarity with Contact Center operations and technology software and tools preferred
➢ Prior experience with the installation, support, usage, or administration of Verint software preferred
➢ 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
➢ Experience as a system engineer (Implementation or Support).
➢ Ability to work with teams across geographies and effectively collaborate
➢ Drive engagement with a Customer 1st Approach
➢ Personal accountability to achieve expected project outcome & customer expectations
➢ Analytical with proven problem diagnosis and solving skills.
➢ Excellent interpersonal and communication skills.
➢ Handles conflict with a high level of integrity
➢ Constantly improve self-knowledge in the different products via formal & informal training sessions
Key Working Relationships (Internal & External)
➢ Verint Services Teams
➢ Verint Support and Project Managers
➢ Verint Sales Team
➢ Customers
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