Discover Exciting Career Opportunities with Unified Networks Solution
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 new 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 (PowerShell, 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 schedule and support coverage across time zones.
Australia (Sydney):
Hybrid or Onsite, depending on client engagement.
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📌 Verint Engineer Project Management Consultant (Sydney)
🏢 UFS Networks
📍 Sydney