Verint Workforce Engagement Engineer/Administrator

#W2 Role

Role: Senior Verint Workforce Engagement Engineer/Administrator
Location:Remote
Experience: 7+ years of IT experience, including strong hands-on Verint experience

Job Description

We are looking for a Senior Verint Workforce Engagement Engineer/Administrator to manage and support Verint applications across development, testing, disaster recovery, and production environments.

This is a hands-on role that includes platform administration, upgrades, troubleshooting, monitoring, integrations, security, and production support. The engineer will work closely with Contact Center, Telecom, Infrastructure, Database, Security, and Cloud teams to maintain a stable and reliable Verint environment.

Responsibilities

• Administer, configure, monitor, and support Verint Workforce Engagement applications across all environments.

• Maintain the following Verint products:

  • Workforce Management

  • Quality Management

  • Recording Platform

  • Speech and Text Analytics

  • Desktop and Process Analytics

• Perform Verint and operating-system upgrades, patching, migrations, and platform-maintenance activities.

• Monitor application health, recording services, integrations, databases, scheduled jobs, and system performance.

• Troubleshoot application, SQL Server, networking, recording, authentication, and integration issues.

• Support Verint applications and related infrastructure hosted in AWS.

• Manage user accounts, roles, permissions, and application-security settings.

• Support SQL Server administration, connectivity, performance troubleshooting, backups, and recovery activities.

• Maintain integrations with Amazon Connect, NICE CXone, and other ACD or contact-center platforms.

• Support identity integrations using Active Directory, SSO, SAML, Azure AD, and Entra ID.

• Coordinate with vendors and internal teams during upgrades, incidents, releases, and maintenance windows.

• Develop and maintain technical documentation, operational procedures, upgrade plans, and support runbooks.

• Participate in disaster-recovery testing, business-continuity planning, and operational-readiness activities.

• Provide on-call support and lead production incidents through resolution.

• Take ownership of assigned workstreams and communicate status, risks, and technical issues clearly.

Required Qualifications

• 7+ years of experience in application administration, contact-center technology, or enterprise production support.

• Strong hands-on experience administering Verint Workforce Engagement applications.

• Experience with Verint Workforce Management, Quality Management, Recording, Speech Analytics, or Desktop and Process Analytics.

• Experience performing Verint upgrades, patching, migrations, and production maintenance.

• Strong SQL Server administration and troubleshooting skills.

• Experience supporting applications and infrastructure in AWS.

• Knowledge of Windows or Linux operating systems, networking, databases, and application integrations.

• Experience with Amazon Connect, NICE CXone, or another ACD/contact-center platform.

• Experience with Active Directory, SSO, SAML, Azure AD, or Entra ID.

• Strong production-support, incident-management, and troubleshooting skills.

• Ability to work independently and collaborate with technical and business teams.

Preferred Qualifications

• Experience supporting enterprise contact-center recording and workforce-management platforms.

• Understanding of VoIP, SIP, CTI, telephony, and call-recording technologies.

• Experience with monitoring, scripting, and automation tools.

• Verint certification or relevant AWS certification.

• Experience working in a regulated healthcare, financial, or insurance environment.