Your Role
We are seeking a technically skilled and collaborative Contact Center Engineer to support and optimize our Verint and Genesys Workforce Engagement platforms. This role is critical to ensuring the performance, reliability, and continuous improvement of our workforce engagement solutions-including Quality Monitoring, Workforce Management (WFM), Desktop Process Analytics (DPA), and Speech Analytics-within a Genesys-integrated contact center environment.
The ideal candidate will bring strong technical expertise along with hands-on experience working in Agile/Scrum environments, contributing to iterative development, sprint planning, and cross-functional collaboration.
Your Work
In this role, you will:
- Provide Tier 2/3 support for Verint and Genesys Workforce Engagement modules: Quality Monitoring, WFM, Speech Analytics, Desktop Analytics, and Enterprise Feedback.
- Administer and configure Verint and Genesys WEM systems to align with evolving business needs and compliance standards.
- Collaborate with cross-functional teams (e.g., Genesys Cloud CX, TTEC WFM Adapter, Avaya, Oracle SBC) to ensure seamless integration and data flow.
- Actively participate in Agile/Scrum ceremonies including sprint planning, daily stand-ups, retrospectives, and backlog grooming.
- Contribute to user story refinement, estimation, and delivery of sprint commitments.
- Maintain detailed documentation of system configurations, troubleshooting procedures, and change management activities.
- Support platform upgrades, patching, and performance tuning in coordination with IT and vendor teams.
- Assist in the development and calibration of evaluation and assessment forms for quality assurance.
- Provide on-call support as part of a rotating schedule.
- Other duties as related to the role.
Your Knowledge and Experience
- Typically, requires a college degree or equivalent experience and minimum 5 years of prior relevant experience.
- 3-5+ years of experience supporting Verint or Genesys Workforce Engagement solutions in a contact center environment.
- Strong understanding of Verint modules including QM, WFM, DPA, and Speech Analytics.
- Hands-on experience with Genesys Cloud CX WEM tools, including forecasting, scheduling, and performance monitoring.
- Proven experience working in Agile/Scrum teams, with a solid understanding of Agile principles and tools (e.g., Jira, Azure DevOps).
- Familiarity with Avaya platforms and Oracle SBCs is highly desirable.
- Excellent troubleshooting, documentation, and communication skills.
- Ability to work independently and collaboratively in a fast-paced, regulated environment.
- Verint Certified Specialist (any module) preferred
- Genesys Cloud CX WEM Certification preferred
- Certified Scrum Master (CSM) or equivalent Agile certification preferred
- ITIL Foundation or equivalent preferred