Basic Information

Ref Number

Req_00089889

Last day to apply

٣٠-مارس-٢٠٢٣

Primary Location

Home Office - Canada

Additional Locations

Home Office - United States

Country

Canada

Job Type

Business Process Outsourcing

Work Style

Remote

Description and Requirements

The Verint SaaS team is responsible for Verint SaaS solutions offered by TELUS. Our Verint solution is hosted in GCP with some sites on premises. The solution is offered in Canada and internationally. The Verint offering is primarily integrated into our Cisco Hosted Collaboration Solution (HCS) technologies and CC360 is a fully cloud solution powered by THRIO. 


The Verint SaaS team, part of TELUS International, is responsible to provide professional services in supporting, analyzing, planning, designing, and deploying features or changes required by the clients. 

Supporting TELUS International’s Verint SaaS team, the successful candidate will be Solutioning/Supporting/Deploying/Consulting for new and existing clients, delivering Verint recommendations and solutions.

Maintains and manages the Verint Systems within the organization, ensuring its optimum performance on a daily basis. Provides Global technical assistance by attending to Verint-related issues and concerns.


Main Responsibilities:

Accountable for Deployment, Enablement, Configuration, Management, and Support of IT Global Verint Infrastructure


Deployment Planning 


▪    OS/SQL upgrades
▪    Verint Patching and Upgrades
▪    New Environments
▪    New Technology integrations
▪    Adherence to best practices 


Ticket\Request management and resolution


▪    Adherence to SLA
▪    Vendor management on Escalated issues
▪    Root cause analysis 
▪    Collaborate with the team and Facilitate resolutions with internal and external stakeholders.

Provides Verint-related application assistance to end users and clients.


▪    Consulting on product usage
▪    Training on Basic functionalities


Monitoring of all Verint System devices and services


▪    Verint monitoring 
▪    Proactive issue investigation
▪    Daily Checklist
▪    Ensure system functionality

Maintain documentation relating to Verint


▪    Method of Procedures 
▪    New Client Launch
▪    Environment changes
▪    Client requested changes
▪    Troubleshooting Guides


Responsible for Continues education and Knowledge improvement 
Ability to work a flexible schedule in the interest of Client satisfaction; may be required to participate in on-call rotations consistent with Support’s on-call practice


Skills:

·         Works well under pressure.

·         Experience providing leadership to small technical teams.

·         Excellent problem-solving and analytical skills.

·         Excellent verbal and written communication skills.

·         Mentorship abilities for junior team members.

·         Strong organization and documentation skills.

·         Strong time management skills; can handle multiple projects and commitments.

·         Familiarity with ITIL.

Knowledge:

·         English (written and oral) -  B2:

·           •  Oral and written comprehension

·           •  Appropriate use of the English language

·         WFM\Contact Center Recording Exposure

·         VMWare exposure.

·         Strong system integration understanding in windows environments

·         Strong experience in MS SQL database queries is strongly desirable.

·         LAN/WAN architecture and data communication, client/server architecture, and databases.

·         Strong time management skills; can handle multiple projects and commitments.

·         Experience designing and implementing large multi-tenant contact center solutions.

Studies & Experience:

·         Degree/certification in Computer Science or equivalent work experience.

·         Verint Certified or similar

·         2+ years of experience in VoIP technologies 

·         1+ years of experience in Cloud-based technologies 
 


Additional Job Description

The Verint SaaS team is responsible for Verint SaaS solutions offered by TELUS. Our Verint solution is hosted in GCP with some sites on premise. The solution is offered in Canada and internationally. The Verint offering is primarily integrated to our Cisco Hosted Collaboration Solution (HCS) technologies and CC360 is a fully cloud solution powered by THRIO. The Verint SaaS team, part of TELUS International, is responsible to provide professional services in support, analyze, plan, design and deploy features or changes required by the clients. Supporting TELUS International’s Verint SaaS team, the successful candidate will be Solutioning/Supporting/Deploying/Consulting for new and existing clients, delivering Verint recommendations and solutions Maintains and manages the Verint Systems within the organization and to ensure its optimum performance on a daily basis. Provides Global technical assistance by attending to Verint related issues and concerns

Language Reference
English