Verint Application Specialist

Role :: Verint Application Specialist

Location :: Detroit, MI/Remote

Type :: Fulltime

Job Description

Strong analytical, problem-solving and Troubleshooting skills

Good communication skills and should work directly with customers/vendor

Verint Recorder Competencies

o Strong understanding of Verint Call Recording Architecture (audio, screen, metadata capture).

o Ability to troubleshoot missing/partial recordings, multi-segment calls, and playback issues.

o Expertise in SIP/RTP/CTI call flow analysis related to recording triggers.

o Hands-on experience validating:

o ANI/DNIS mapping

o Agent ID, Skill, Queue metadata

o Consult/transfer/conference call recordings

o Working knowledge of retention, encryption, compliance, and regulatory policies.

o Ability to analyze Verint logs, system alerts, and storage integrity.

o Experience supporting Verint integrations with NICE CXone, Genesys Cloud, Cisco, Avaya.

Verint WFM Competencies

o Strong understanding of Forecasting, Scheduling, Intraday Management, and Adherence.

o Ability to validate Real-Time Adherence (RTA) accuracy between CX platform Verint.

o Experience with multi-skill scheduling, shift templates, shrinkage models, and break structures.

o Hands-on knowledge of: Historical data ingestion, Forecast variance , analysis, Schedule efficiency metrics, Adherence dashboards, Ability to troubleshoot: Agent sync issues ,State mapping mismatches, Data latency between adapters

Verint Recorder

o Uptime & Health: Maintain capture nodes, media servers, storage tiers; ensure NTP/time sync and license validity.

o Recording Integrity: Validate endtoend for inbound/outbound/consult/transfer/conference/callback calls and IVRACD transitions.

o Metadata Fidelity: Ensure accurate ANI/DNIS, Agent/Queue/Skill tagging; fix CTI mapping and stitching anomalies.

o Compliance & Security: Enforce region/LOB retention policies, encryption-at-rest/in-transit, legal holds; audit playback access.

o Playback Support: Resolve player issues, corrupted media, screenaudio sync; assist QA/Compliance with secure retrievals.

o Troubleshooting & RCA: Use Recorder logs, CTI logs, SIP/RTP traces, and platform diagnostics to isolate and fix failures.

Verint WFM

o Data & Adapters: Ensure CXone/Genesys adapters are up; monitor historical and realtime feeds (interval volumes, AHT, states).

o Forecasting: Validate inputs, seasonality, and variance; publish baselines and capture variance drivers.

o Scheduling: Build/publish shifts, multiskill schedules, templates, breaks, and offline tasks (training/coaching).

o RTA & Intraday: Monitor adherence; trigger intraday actions (OT, voluntary time off, reskilling) to protect SL.

o Reporting: Produce adherence %, forecast accuracy %, schedule efficiency, and intervallevel performance.

Integrations & Data Flow

o CX Platforms: Validate triggers & state mapping with NICE CXone/Genesys Cloud (queues, skills, agent states).

o Telephony: Understand SIP/RTP/DTMF/CTI for recording/wfm alignment; collaborate with SBC/CUBE/CUCM teams.

o APIs & Data: Validate REST/flatfile feeds, timezone handling, and field mapping across regions/LOBs.

Operations Excellence

o SOP Execution: Follow daily/weekly checklists; maintain shift logs; escalate per RACI.

o Change/Release: Own CRs, window plans, pre/post validation, backout steps; update knowledge base.

Preferred Skills

• Knowledge of contact center platforms:
• NICE CXone
• Genesys
• Cisco UCCE / UCCX