At Verint, we believe customer engagement is the core of every global brand. Our mission is to help organizations elevate Customer Experience (CX) and increase workforce productivity by delivering CX Automation. We hire innovators with the passion, creativity, and drive to answer constantly shifting market challenges and deliver impactful results for our customers. Our commitment to attracting and retaining a talented, diverse, and engaged team creates a collaborative environment that openly celebrates all cultures and affords personal and professional growth opportunities. Learn more at www.verint.com .

MINIMUM REQUIREMENTS:

• Bachelor’s degree in Computer Science, Information Technology, related field, or equivalent work experience
• 5+ years of technical support, software installation or other engineering experience in an enterprise software industry
• Strong written and verbal communication skills; ability to translate the explanation of technical concepts to a broad audience which may include varying levels of understanding and perspectives
• Proficient in analyzing log files and understand the root cause of the issue
• Familiarity with database querying (SQL) and basic understanding of networking and security principles
• Proficiency in learning various applications, how they are used, and the impact to business needs
• Experience in working with web-based products hosted on Windows based servers
• Prior experience with the installation, support, usage, or administration of Verint software
• Highly motivated with an ability to execute independently
• Up to 10% of travel within the US
• Successful completion of a background screening process including, but not limited to, employment verifications, criminal search, OFAC, SS Verification, as well as credit and drug screening, where applicable and in accordance with federal and local regulations

PREFERRED REQUIREMENTS:

• Familiarity with Contact Center operations and technology software and tools
• Experience with Security such as Single Sign-On with Windows & other security aspects
• 5 years’ experience in a customer-facing role within a technological environment

• Investigate and manage complex system and/or application issues to resolution, engaging and driving internal and external resources to action, as needed
• Coordinate with Verint Support and Development teams to identify workarounds, analyze root cause, and implement long-term fixes
• Monitor customer environments to proactively anticipate and/or identify business impacting issues
• Escalate to other resources, advise customers, propose solutions and effectively respond to service performance issues
• Perform systems management for on-premises and cloud-based servers, including patch management, system monitoring, proactive and reactive troubleshooting
• Assist in the planning and execution of system updates
• Engage in small consultancy style application-oriented projects and handle complex incidents
• Proficient in uncovering, understanding, and communicating full scope and business impact of issues reported by the customer to achieve timely resolution of issues
• Possess a solid understanding of the Verint application’s features and functionality and how it aligns with customer business objectives
• Maintain clear, effective communications with all stakeholders both external and internal
• Create documentation in a variety of situations - RCAs, change requests, bulletins, etc. – that is professional and easy to understand
• Manage time effectively to complete assigned work and adapt schedule based on customer needs and priorities
• Make a positive contribution to Verint’s Managed Services team through continuous improvement and knowledge sharing
• Work closely with clients to identify their needs and ensure client satisfaction