Position Overview:
We are seeking a Voice Engineer with expertise in Verint or Workforce Optimization (WFO) systems under the Avaya platform. The selected candidate will play a crucial role in providing Level 1 to 3 support to our banking client, ensuring the seamless operation and optimal performance of their voice systems.
Key Responsibilities:
- Provide expert-level support for Verint or WFO systems deployed within an Avaya environment.
- Troubleshoot and resolve complex technical issues related to voice systems, including call recording, quality monitoring, and workforce management.
- Collaborate with internal teams and external vendors to address system integrations, upgrades, and enhancements.
- Conduct proactive monitoring and performance tuning to maintain system stability and efficiency.
- Participate in the planning, implementation, and testing of system upgrades and migrations.
- Document technical procedures, configurations, and troubleshooting steps for knowledge sharing and training purposes.
- Serve as a subject matter expert and mentor for junior team members.
Qualifications:
- Bachelor’s degree in Computer Science, Information Technology, or related field.
- Minimum 2 years of experience working with Verint or WFO systems in an Avaya environment.
- Proficiency in Avaya Aura Communication Manager and Avaya Application Enablement Services.
- Strong understanding of SIP, VoIP, and telephony protocols.
- Experience with SQL databases and SQL query language.
- Excellent analytical and problem-solving skills.
- Strong communication and interpersonal abilities.
Preferred Qualifications:
- Avaya certifications (e.g., ACSS, ACIS) or Verint certifications.
- Experience working in a banking or financial services environment.
- Knowledge of regulatory compliance requirements related to call recording and voice systems (e.g., PCI DSS, GDPR).
