Verint Contact Center Application Engineer

The Contact Center Application Engineer provides advanced engineering and operational support for mission-critical contact center technologies within a large enterprise environment. This is a hands-on technical role requiring deep experience architecting, engineering, and supporting Verint platforms in both on-premises and cloud/tenant-hosted environments. The ideal candidate will demonstrate a strong history of direct engineering, complex troubleshooting, and solution delivery for Verint solutions across the full lifecycle—including migrations, integrations, and performance optimization.

Key Responsibilities

Application Engineering, Support & Monitoring

• Perform advanced daily health checks, proactive monitoring, and hands-on support for Verint 15.x (and related) platforms in production.
• Diagnose, troubleshoot, and resolve complex incidents and performance issues, collaborating with vendors and internal SMEs.
• Lead and execute system changes, upgrades, patching, and migrations—including on-prem to cloud/tenant transitions.
• Ensure strict adherence to SLAs, KPIs, and change-control governance for all Verint-related systems.

Engineering & Problem Management

• Architect and implement scalable, resilient Verint solutions (call/desktop recording, Quality Management, Workforce Management).
• Drive root-cause analysis and long-term remediation for high-severity or recurring issues.
• Document technical procedures and mentor Level 1/2 support teams on advanced troubleshooting and operations.

Collaboration & Stakeholder Engagement

• Partner with developers, architects, and vendors to deliver robust Verint solutions and integrations with other contact center technologies.
• Communicate technical status, risks, and solution progress to engineering leadership and stakeholders.

Technology Ownership

• Maintain expert-level knowledge of Verint 15.x and prior versions, including architecture, deployment, and performance tuning in both on-prem and cloud/tenant-hosted environments.
• Serve as primary owner for Verint 15.x configuration management, security administration, and lifecycle upgrades—ensuring compliance, audit readiness, and continuous alignment with evolving requirements.
• Recommend and implement process improvements, automation opportunities, and best practices for Verint operations.