WFO Systems Engineer (Verint)

Attagis Solutions is a software services company based in Pune. Over the past 2 decades, we have served clients in US, UK, Australia, and India with QA Automation, System Engineering, Tech Ops, Software Engineering and other IT services. We have a close-knit, high-performing team focused on global client services and have one of the best employee retention records in the industry.

Our client is a leader in Cloud based Contact Center / Customer Experience (CX) solutions and one of the fastest growing companies in this space. To complement their rapid growth, we are actively looking for an experienced WFO (Workforce Optimization) Systems Engineer - Verint to closely work with their global Technical Operations team.

The position offers a competitive salary package. You will be working directly with the clients technical staff in a high energy environment with lots of room for personal and professional growth.

Responsibilities

• Deep understanding of systems administration technologies: Build, deploy and configure WFO platforms of Verint and Five9 and other related software in global data centers
• Collaborate with other Cloud Ops staff to monitor production environments with primary focus on the WFO instances and other critical software
• Strong analytical and troubleshooting skills: Be the primary POC for troubleshooting and fixing any WFO and other related issues
• Proactive performance management and capacity planning
• Manage technical projects (build, plan, document, train) pertaining to WFO systems and related software
• Update and work on tickets and tasks assigned in a timely manner
• Follow change management process and participate in off-hours maintenance windows
• Participate in on-call rotation
• Working hours time-zone aligned with Europe.
• Location: Hybrid (Pune) / Remote for exceptionally qualified candidates

Qualifications, Experience, and Skills

• Minimum 4 years technical experience with Windows and Active Directory system administration
• Strong experience with WFO, PBX, Dialer, ACD, CTI, VoIP, IVR/VRU and Call Center practices
• 5 years of Verint software installation, configuration and administration, especially in a multi-tenant cloud environment
• Solid experience with Verint QM/WFM is a must
• Knowledge of Verint Analytics and DPA is highly desired
• AWS/GCP administration/certification is a big plus
• Experience in JAVA Enterprise and frameworks in addition to app servers like Tomcat, JBoss etc.
• Good experience with MS SQL (2017/2019): database structure, administration, performance tuning and scripting
• Excellent communication skills in English (verbal and written).
• BE in Computer Science/MCA or equivalent degree with good academic record