Senior Infrastructure Contact Center Platforms Engineer
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Job Description
Senior Infrastructure Engineer focusing on designing and supporting Contact Center platforms. Expertise in Verint and Content Guru solutions with collaborative environment.
Responsibilities:
- Design, install, configure, and maintain Contact Center platforms, including: o Verint Workforce Management, Quality Management, Recording, Analytics, and Performance Management o Content Guru storm omnichannel routing and digital channel orchestration
- Administer applications across on-premise, cloud, and hybrid environments, ensuring high availability and security.
- Plan and execute platform upgrades, patches, and enhancements.
- Integrate platforms with: o Telephony infrastructure, SIP, and VoIP o Voice and digital channels o Identity and access management tools o Databases, reporting tools, and other enterprise applications
- Monitor platform performance, capacity, health, and data integrity. Diagnose and resolve complex issues.
- Oversee vendor performance, including SLA adherence and incident handling.
- Work with technical teams to evaluate technology trends and recommend platform improvements.
- Support disaster recovery planning and testing.
- Develop and maintain system documentation, standards, and operational procedures.
- Act as an escalation point for complex incidents.
- Provide mentoring and technical guidance to junior engineers.
Requirements:
- Minimum of 5 years of hands-on experience with Contact Center platforms, including Verint and/or Content Guru.
- Experience planning upgrades, enhancements, and integrations.
- Background in translating operational needs into technical solutions.
- Technical leadership experience is preferred.
- Experience with workforce optimization, quality management, analytics, or omnichannel technologies is a plus.
- Strong expertise with Verint solutions (WFM, QM, Recording, Analytics).
- Practical experience with Content Guru storm platform capabilities (omnichannel routing, digital channels).
- Solid understanding of Contact Center operations and telephony technologies, including SIP and VoIP.
- Experience supporting enterprise applications in high-availability environments.
- Strong analytical and problem-solving skills.
- Ability to collaborate with both technical and non-technical teams.
- Familiarity with service management processes for incidents, problems, and changes.
- Ability to maintain organized, clear documentation.
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