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 experiencedLevel L2 & (L3) Verint Engineerto 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 thefinal escalation pointfor complex issues, collaborate with cross-functional teams, and ensure the stability, reliability, and performance of Verint solutions across customer deployments in bothIndiaandAustralia.
Key Responsibilities
Act asL2+ supportfor Verint Workforce Optimization (WFO), Workforce Management (WFM), Recording, and Speech Analytics platforms.
Handlecomplex incident management, root cause analysis, and service restoration for Verint systems.
Performsystem 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 maintaintechnical documentation, SOPs, and knowledge base articles.




Collaborate with implementation and project teams for recent deployments or expansions.
Participate inchange management,system audits, and ensure compliance with enterprise standards.
Provideon-call supportor 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 withVerint Workforce Optimization Suite, including:
Call Recording / Quality Management
Workforce Management (WFM)
Solid understanding ofVoIP, SIP, CTI integrations, and call center infrastructure.
Proficiency withWindows Server, SQL Server, IIS, and Active Directory.
Experience withVMware / 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 degreein Computer Science, Information Technology, or related field.
5-10 yearsof relevant experience in Verint engineering, deployment, or L3 technical support.
Prior experience inenterprise 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.
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