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Skillset: Technical Support
Job Type: Consultant
Department: Project Management
Job Mode: Remote
Location: India (Remote) / Australia (Sydney - Hybrid or Onsite)

Reports To: Head of Contact Center Technology / Service Delivery Manager

About the Role

We are seeking an experienced Level L2 & (L3) Verint Engineer to join our global Contact Center Technology team. The role will be responsible for providing advanced technical support, system optimization, and implementation for Verint platforms across enterprise environments.

You will serve as the final escalation point for complex issues, collaborate with cross-functional teams, and ensure the stability, reliability, and performance of Verint solutions across customer deployments in both India and Australia.

Key Responsibilities

- Act as L2+ support for Verint Workforce Optimization (WFO), Workforce Management (WFM), Recording, and Speech Analytics platforms.
- Handle complex incident management, root cause analysis, and service restoration for Verint systems.
- Perform system installations, upgrades, patching, configuration, and performance tuning.
- Support integrations with telephony systems (Cisco, Avaya, Genesys, MS Teams, NICE, etc.).
- Work closely with Verint, OEMs, and internal L2 teams to drive resolution of escalated issues.
- Manage Verint application servers, databases, and storage (Windows, SQL Server, VMware, Cloud environments).
- Develop and maintain technical documentation, SOPs, and knowledge base articles.




- Collaborate with implementation and project teams for current deployments or expansions.
- Participate in change management, system audits, and ensure compliance with enterprise standards.
- Provide on-call support or extended coverage as required to support 24x7 operations.
- Mentor and guide L2 support engineers on Verint technologies and best practices.

Required Technical Skills

- Strong hands-on experience with Verint Workforce Optimization Suite, including:
- Call Recording / Quality Management
- Workforce Management (WFM)
- Solid understanding of VoIP, SIP, CTI integrations, and call center infrastructure.
- Proficiency with Windows Server, SQL Server, IIS, and Active Directory.
- Experience with VMware / Hyper-V, storage, and backup configurations.
- Scripting or automation knowledge (Power Shell, Python) is a plus.
- Familiarity with cloud environments (AWS / Azure) preferred.
- Excellent troubleshooting, analytical, and problem-solving skills.

Experience & Qualifications

- Bachelor's degree in Computer Science, Information Technology, or related field.
- 5-10 years of relevant experience in Verint engineering, deployment, or L3 technical support.
- Prior experience in enterprise contact center environments (Telecom, Banking, BPO, or IT Services).
- Verint certifications (WFO/WFM) will be an advantage.

Location & Work Mode

- India: Remote (Work from Home) with flexible hours and support coverage across time zones.
- Australia (Sydney): Hybrid or Onsite, depending on client engagement.

📌 Verint Engineer Project Management Consultant (Sydney)
🏢 UFS Networks
📍 Sydney