Job Description
Discover Exciting Career Opportunities with Unified Networks Solution
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Skillset: Technical Support
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Job Type: Consultant
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Department: Project Management
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Job Mode: Remote
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Location: India (Remote) / Australia (Sydney - Hybrid or Onsite)
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Reports To: Head of Contact Center Technology / Service Delivery Manager
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About the Role
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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.
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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.
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Key Responsibilities
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Act as L2+ support for Verint Workforce Optimization (WFO), Workforce Management (WFM), Recording, and Speech Analytics platforms.
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Handle complex incident management, root cause analysis, and service restoration for Verint systems.
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Perform system installations, upgrades, patching, configuration, and performance tuning.
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Support integrations with telephony systems (Cisco, Avaya, Genesys, MS Teams, NICE, etc.).
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Work closely with Verint, OEMs, and internal L2 teams to drive resolution of escalated issues.
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Manage Verint application servers, databases, and storage (Windows, SQL Server, VMware, Cloud environments).
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Develop and maintain technical documentation, SOPs, and knowledge base articles.
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Collaborate with implementation and project teams for new deployments or expansions.
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Participate in change management, system audits, and ensure compliance with enterprise standards.
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Provide on-call support or extended coverage as required to support 24x7 operations.
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Mentor and guide L2 support engineers on Verint technologies and best practices.
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Required Technical Skills
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Solid hands-on experience with Verint Workforce Optimization Suite, including:
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Call Recording / Quality Management
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Workforce Management (WFM)
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Solid understanding of VoIP, SIP, CTI integrations, and call center infrastructure.
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Proficiency with Windows Server, SQL Server, IIS, and Active Directory.
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Experience with VMware / Hyper-V, storage, and backup configurations.
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Scripting or automation knowledge (PowerShell, Python) is a plus.
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Familiarity with cloud environments (AWS / Azure) preferred.
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Excellent troubleshooting, analytical, and problem-solving skills.
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Experience & Qualifications
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Bachelor's degree in Computer Science, Information Technology, or related field.
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5-10 years of relevant experience in Verint engineering, deployment, or L3 technical support.
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Prior experience in enterprise contact center environments (Telecom, Banking, BPO, or IT Services).
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Verint certifications (WFO/WFM) will be an advantage.
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Location & Work Mode
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India: Remote (Work from Home) with flexible hours and support coverage across time zones.
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Australia (Sydney): Hybrid or Onsite, depending on client engagement.
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📌 Verint Engineer Project Management Consultant (New South Wales)
🏢 UFS Networks
📍 New South Wales