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. 

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