Verint Application Specialist

Verint Application Specialist Job Description

• Strong analytical, problem-solving and troubleshooting skills
• Good communication skills and should work directly with customers/vendor
• Strong understanding of Verint Call Recording Architecture (audio, screen, metadata capture).
• Ability to troubleshoot missing/partial recordings, multi‑segment calls, and playback issues.
• Expertise in SIP/RTP/CTI call flow analysis related to recording triggers.
• Hands‑on experience validating:
• ANI/DNIS mapping
• Consult/transfer/conference call recordings
• Working knowledge of retention, encryption, compliance, and regulatory policies.
• Ability to analyze Verint logs, system alerts, and storage integrity.
• Experience supporting Verint integrations with NICE CXone, Genesys Cloud, Cisco, Avaya.
• Strong understanding of Forecasting, Scheduling, Intraday Management, and Adherence.
• Ability to validate Real‑Time Adherence (RTA) accuracy between CX platform ↔ Verint.
• Experience with multi‑skill scheduling, shift templates, shrinkage models, and break structures.
• Hands‑on knowledge of:
  Historical data ingestion, Forecast variance, analysis, Schedule efficiency metrics, Adherence dashboards, Ability to troubleshoot:
  Agent sync issues, State mapping mismatches, Data latency between adapters
• Verint Recorder Uptime & Health:
  Maintain capture nodes, media servers, storage tiers; ensure NTP/time sync and license validity.
• Recording Integrity:
  Validate end‑to‑end for inbound/outbound/consult/transfer/conference/callback calls and IVR→ACD transitions.
• Metadata Fidelity:
  Ensure accurate ANI/DNIS, Agent/Queue/Skill tagging; fix CTI mapping and stitching anomalies.
• Compliance & Security:
  Enforce region/LOB retention policies, encryption‑at‑rest/in‑transit, legal holds; audit playback access.
• Playback Support:
  Resolve player issues, corrupted media, screen‑audio sync; assist QA/Compliance with secure retrievals.
• Troubleshooting & RCA:
  Use Recorder logs, CTI logs, SIP/RTP traces, and platform diagnostics to isolate and fix failures.
• Verint WFM Data & Adapters:
  Ensure CXone/Genesys adapters are up; monitor historical and real‑time feeds (interval volumes, AHT, states).
• Forecasting:
  Validate inputs, seasonality, and variance; publish baselines and capture variance drivers.
• Scheduling:
  Build/publish shifts, multi‑skill schedules, templates, breaks, and offline tasks (training/coaching).
• RTA & Intraday:
  Monitor adherence; trigger intraday actions (OT, voluntary time off, re‑skilling) to protect SL.
• Reporting:
  Produce adherence %, forecast accuracy %, schedule efficiency, and interval‑level performance.
• Integrations & Data Flow – CX Platforms:
  Validate triggers & state mapping with NICE CXone/Genesys Cloud (queues, skills, agent states).
• Telephony:
  Understand SIP/RTP/DTMF/CTI for recording/wfm alignment; collaborate with SBC/CUBE/CUCM teams.
• APIs & Data:
  Validate REST/flat‑file feeds, time‑zone handling, and field mapping across regions/LOBs.
• Operations Excellence – SOP Execution:
  Follow daily/weekly checklists; maintain shift logs; elevate per RACI.
• Change/Release:
  Own CRs, window plans, pre/post validation, backout steps; update knowledge base.

• Knowledge of contact center platforms: NICE CXone, Genesys, Cisco UCCE/UCCX
• Understanding of SIP, RTP, VoIP
• Call flows and CTI events
• Database concepts (SQL basics)
• Experience in large‑scale migration projects
• Workforce forecasting and scheduling concepts
• Contact center operations understanding
• Strong documentation skills

Salary Range: $95,000 - $110,000 a year

Bachelor of Computer Science