Verint Support Engineer -- Austin, Texas (01TH5)

Austin, Texas, United States US

TeleTech is seeking a Verint Escalation Engineer to join our Technology Services team.   This role is located in beautiful Austin, Texas with remote / telecommuting opportunities. 

Why choose TeleTech to enhance and broaden your career?  We are just as passionate about providing ideal solutions to solving our client’s business problems by driving customer experience outcomes with our enhanced technical capabilities, as you are.  Whether you’re the Engineer, Architect, Account Manager, Practice Leader or Sales Executive we need your talent to help us in our exciting journey to success! 

What you’ll be doing: 

As part of our Managed Services Support Engineering team, you will work with our enterprise level clients providing medium to advanced troubleshooting support services in Verint Call Recording.  

What you’ll bring to us:

  • Install, deploy, upgrade, and support Verint recording and workforce management platforms.    
  • Provide escalated service desk support for Verint systems, coordinate tasks, and ensure their execution and documentation in accordance with established Best Practices.
  • Ability to work in a delivery support environment that involves structured processes and timelines
  • Provide disciplined development methodology and release management process
  • Successfully identify duplicate recording efforts, perform daily health checks of systems to mitigate outages, and complete custom patches to enhance system performance.
  • Participation in knowledge sharing amongst team members to facilitate a collaborative team environment.



What skills you’ll need:

  • 4+ years administration, troubleshooting and support experience with Verint call recording and workforce management platforms.  Integration and deployment experience with these applications is highly desirable.
  • Familiarity with various ACD switches, CTI devices, and network infrastructures for successful support and implementations.
  • Exposure with CISCO UCCE, CVP, and ICM. 
  • Knowledge of Voice Over IP (VOIP), SIP, SBC, and Verint Call Recording in a large enterprise environment.
  • Ability to interact with different levels of organizations to bring projects / escalated issues to completion.


Who We Are:

TeleTech is a pioneer in customer experience, engagement and growth solutions. Our 40,000+ employees serve customers in more than 80 countries and 50 languages across social, mobile, and digital channels.   We utilize a holistic approach, applying solutions from our four customer experience segments—Consulting, Technology, Care and Growth—to help companies provide an amazing experience to their customers, inspire customer loyalty, and grow their business. Our employees live by a set of customer-focused values that guide relationships with clients, their customers and each other.

Our Customer Technology Services segment drives customer experience outcomes to small, medium and enterprise clients by providing best in class Cloud and Premise Contact Center and Unified Communications Solutions, and CRM, Multi-channel, Omni-channel and WFO Services. 

What We Offer:

·        Variable incentive bonus plan, 401K company match, tuition reimbursement

·        Global career mobility, employee recognition programs, professional development

·        State of the art technology which allows for seamless global connectivity

·        Rich wellness program and health incentives

Lead Everyday w Do the Right Thing w Reach for Amazing w  Seek First to Understand w Act as One w Live life Passionately

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