Verint Technical Support
Verint Technical Support-Long term contract-Lebanon NJ A major insurance company is looking for a Senior Verint Technical Support person .Provide lead technical support for associated with telephony voice recording functionality for major call center business requirements. Provide secondary level technical support for telephony call center infrastructure and associated applications. Duties and Responsibilities: Ability to take the lead technical role providing insight and direction to lower level technical resources, in call recording and related technologies, specifically work force management application functionality. For these technologies, provide day to day technical support in infrastructure administration, problem resolution, design, development and implementation of functionality to meet customer business requirements. Interface with Architecture and Engineering, and vendor level 3 resources in related technology evaluation, design, implementation planning, and operational problem resolution. Work with other team members, in a secondary support role, in servicing new business requirements, maintenance, support and problem resolution for call center (Cisco IPT, UCCE) infrastructure and associated applications. Knowledge and Skills: -In depth technical knowledge of Verint Call Recording and Workforce Management Systems and technology utilized in both TDM and Cisco IPT environments. Significant hands-on experience with maintenance, support and problem resolution for Verint Call Recording and Workforce Management infrastructure and associated applications. -Practical experience with planning and implementation of major system upgrades and new business applications on the Verint infrastructure and associated applications. -Specific experience with analysis of new business requirements as it relates to call recording and workforce management applications. -Experience in Verint system administration in supporting ongoing business requirements. -Specific understanding of the Cisco UCCE (call center) platform and technology. -Significant understanding of data network concepts, desktop hardware and operating systems, and telephony systems and service concepts. Minimum 5-7 years of expanding responsibility within information technology industry with focus on call compliance recording, quality monitoring, and workforce management. -Minimum 5 -7 years of experience within the telecommunications call center environment. Experience with Witness Systems
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