Basic Information

Ref Number

Req_00051080

Primary Location

Torre Pradera

Additional Locations

Merliot

Country

Guatemala

Job Type

Support Positions

Description and Requirements

About the role:


The Senior Verint Operations Administrator (Tier 3) supports TELUS international’s global operations, as well as those other TI support groups, by ensuring the continuous availability and reliability of the call recording system.


Responsibilities:


Ticket management and resolution.Act as Level 3 escalation, Analyze error logs thoroughly and provide recommendations. Accountable for deployment, enablement, configuration, management, troubleshooting of IT Global Verint Infrastructure, monitoring of all Verint System devices and services. Performs the Verint Admin daily checklist to ensure all devices are in its optimum performance.Follow and enforce IT policies and procedures at call recording level.Responsible for raising tickets and working with the vendor and other TI departments to come up with resolutions, handles technical escalation from the Verint Analysts and Verint Administrators, updates documentation relating to Verint Call Recording systems. Works on assigned projects by the Verint Manager / Sr. Verint Manager, accountable for ensuring the proper functioning of IT Infrastructure and implementation of preventative measures as required. Responsible to support Global Security Audits acting as POC from Operations Team with auditors.(evidences gathering, interviews), can be a designated POC and Root Cause owner for all problem records of the system platform coordination with NOC / Problem Manager.


Skills & Requirements:


  • Schedule Flexibility (On Call Rotation Shift)

  • Problem-solving and decision-making skills.

  • Excellent communication and interpersonal skills

  • Ability to respond to External & Internal requests

  • Faster adaptation to technology changes   

  • Capacity Planning and Organization 

  • Time and project management skills


Knowledge:


  • English (written and oral) -  B2:

 •  Oral and written comprehension

              •  Appropriate use of the English language

  • Proficient knowledge in Verint System platform including WFM, DPA and Speech Analytics. 

  • Engagement in implementation of Verint initiated projects. 

  • Basic knowledge in System/Server administration.

  • Basic knowledge in Call Routing (Avaya and Cisco)

  • Basic knowledge in Troubleshooting VoIP H323 and SIP

  • Able to create Low and High level system integration diagrams

  • Basic understanding of Cloud technologies

  • Basic understanding of Dialer functionalities

  • Basic understanding of VDI, Citrix, etc.

  • Basic knowledge on SQL queries and crystal reports


Studies & Experience:


  • Bachelor’s Degree in ECE, Computer Science, Information Technology, or any IT / Computer-related course or equivalent work experience

  • Verint Certification or equivalent  / ITIL Training or Certification 

  • 3 years or more work experiences on Verint and/or any call recording system. 



Additional Job Description

The Senior Verint Operations Administrator (Tier 3) supports TELUS international’s global operations, as well as those other TI support groups, by ensuring the continuous availability and reliability of the call recording system.