Verint Contact Center Application Engineer at BETSOL

The Contact Center Application Engineer provides advanced engineering and operational support for mission-critical contact center technologies within a large enterprise environment. This is a hands-on technical role requiring deep experience architecting, engineering, and supporting Verint platforms in both on-premises and cloud/tenant-hosted environments. The ideal candidate will demonstrate a strong history of direct engineering, complex troubleshooting, and solution delivery for Verint solutions across the full lifecycle—including migrations, integrations, and performance optimization. Key Responsibilities Application Engineering, Support & Monitoring • Perform advanced daily health checks, proactive monitoring, and hands-on support for Verint 15.x (and related) platforms in production. • Diagnose, troubleshoot, and resolve complex incidents and performance issues, collaborating with vendors and internal SMEs. • Lead and execute system changes, upgrades, patching, and migrations—including on-prem to cloud/tenant transitions. • Ensure strict adherence to SLAs, KPIs, and change-control governance for all Verint-related systems.Engineering & Problem Management • Architect and implement scalable, resilient Verint solutions (call/desktop recording, Quality Management, Workforce Management). • Drive root-cause analysis and long-term remediation for high-severity or recurring issues. • Document technical procedures and mentor Level 1/2 support teams on advanced troubleshooting and operations.Collaboration & Stakeholder Engagement • Partner with developers, architects, and vendors to deliver robust Verint solutions and integrations with other contact center technologies. • Communicate technical status, risks, and solution progress to engineering leadership and stakeholders.Technology Ownership • Maintain expert-level knowledge of Verint 15.x and prior versions, including architecture, deployment, and performance tuning in both on-prem and cloud/tenant-hosted environments. • Serve as primary owner for Verint 15.x configuration management, security administration, and lifecycle upgrades—ensuring compliance, audit readiness, and continuous alignment with evolving requirements. • Recommend and implement process improvements, automation opportunities, and best practices for Verint operations.