Job Summary
We are looking for a Verint WFO / Recording Support Engineer with 2+ years of hands-on experience in supporting Verint Workforce Optimization and Recording solutions. The candidate will be responsible for production monitoring, application health checks, troubleshooting recording-related issues, log analysis, incident management, and coordination with internal teams and vendor support.
Key Responsibilities
- Provide L1/L2 production support for Verint WFO and Recording environments.
- Monitor Verint WFO applications, services, servers, and system alerts.
- Perform regular health checks of Verint WFO and Recording components.
- Troubleshoot call recording-related issues, including:
- Missing recordings
- Recording failures
- Incomplete recordings
- Recording quality issues
- Recording availability issues
- Recording search/playback issues
- Analyze Verint application and recording logs to identify the root cause of incidents.
- Troubleshoot Verint application services and connectivity issues between WFO components.
- Perform basic troubleshooting of database and SQL-related issues.
- Perform application/service restarts as per approved troubleshooting procedures.
- Perform post-restart and post-maintenance health checks and validation.
- Escalate complex issues to L3 teams or Verint vendor support when required.
- Participate in Verint WFO patching, upgrades, and maintenance activities.
- Follow Incident, Change, and Problem Management processes.
- Maintain troubleshooting documentation, incident updates, and knowledge-base articles.
- Participate in rotational/on-call support as required.
Required Skills
- 2+ years of hands-on experience with Verint WFO / Recording.
- Good understanding of Verint WFO architecture and components.
- Hands-on experience in Verint Recording troubleshooting.
- Good knowledge of call recording and contact center concepts.
- Strong log analysis and troubleshooting skills.
- Basic knowledge of SQL/database troubleshooting.
- Basic knowledge of Windows/Linux servers.
- Basic understanding of TCP/IP, DNS, networking, and common ports.
- Basic understanding of SIP/VoIP concepts.
- Experience with monitoring and logging tools.
- Experience working in a production support environment.
- Good communication, analytical, and incident-management skills.
Good to Have
- Experience with Verint WFO patching, upgrades, or migrations.
- Knowledge of Workforce Management (WFM).
- Knowledge of Verint Speech Analytics.
- Knowledge of Verint Quality Management.
- Experience with ITSM tools.
- ITIL knowledge or certification.
Key Mandatory Skills
Verint WFO | Verint Recording | 2+ Years Experience | Production Support | Recording Troubleshooting | Log Analysis | SQL Basics | SIP/VoIP Basics | Networking Basics | Monitoring
Skills:- Production support, Troubleshooting, Verint, Incident management, Problem management, SQL, Databases, SIP, Voice Over IP (VoIP), TCP/IP, DNS, Linux administration and Microsoft Windows Server
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