Operations Support Analyst - Verint Admin

Job Overview

Operations Support Analyst – Verint Admin

Remote – United States
$60k - $80k / year

Direct Hire

Overview of Position

The Verint Admin - Operations Support Analyst will support and manage the VERINT WFO and WFM v15.2 product. This will include administration of Verint modules (audio and video recordings, DPA, speech analytics, integration, monitoring, and workflow). In addition, this individual will be responsible for acting as a liaison between production and the Verint help desk with ticket management.

What you get to do:

• Collaborate with Telephonic Engineers and vendor for application support
• Continuous monitoring of production environments
• Liaison, Point of Contact (POC) for troubleshooting and fixing WFO related issues with the Verint application
• Partner with various departments to understand business requirements and covert these to technical configuration
• Manage technical projects (build, plan, document, train) pertaining to WFO systems
• Provide subject matter expertise on the technical capabilities of these applications
• Apply patches and bundles to applications
• Estimate work effort and develop project work plans
• Technical back end experience, support and troubleshooting experience for Verint products (Recording, QM, WFM, Speech, DPA, Performance Management, Back Office)
• Triage, update and work on tickets and tasks assigned in a timely manner
• User creation/deactivation

What we need from you:

• Bachelor’s degree preferred
• 2+ years of technical configuration and administration of Verint (Optimization system front-end of application usage, backend, set-up and servers) experience
• Strong experience with WFO, PBX, ACD, CTI, VoIP, IVR/VRU, and Call Center practices
• 1+ years of working knowledge of servers and server maintenance
• Strong experience with analytical tools such as MS Access, MS Excel, VBA, and other statistical packages
• Ability to work after-hours as necessary for server updates, patches, etc.

Interested in learning more? Please submit a copy of your professional resume to: Amanda@careerpros.com

Sponsorship is not provided for this opportunity.

Sedona is an equal opportunity employer.