Verint WFM Call Center Engineer -

Responsibilities

WFM Migration & Implementation

· Lead the end-to-end migration from Genesys WFM to Verint WFM

· Analyze existing Genesys configurations, workflows, and integrations to define migration strategy

· Design and execute data migration plans (historical data, forecasts, schedules, employee data)

· Configure and optimize Verint WFM modules including forecasting, scheduling, adherence, and reporting

· Develop APIs, scripts, and data transformation processes to support migration

· Support testing cycles (unit, integration, UAT) and post-go-live stabilization

Platform Administration & Support

· Administer and maintain Verint WFM and Call Recording platforms

· Perform system configuration, upgrades, patching, and routine maintenance

· Monitor system performance, health, and capacity

· Troubleshoot application, integration, and infrastructure issues

· Provide L2/L3 production support and participate in on-call rotations

Workforce Management (WFM) Operations

· Manage forecasting, scheduling, and real-time adherence processes

· Support intraday operations and staffing optimization

· Partner with business teams to improve workforce planning and reporting

· Maintain user roles, permissions, and business rules

Call Recording & Compliance

· Configure and manage voice recording solutions across IP/VoIP/TDM environments

· Ensure compliance with regulatory standards (PCI, GDPR, etc.)

· Support quality monitoring and speech analytics (where applicable)

· Manage recording storage, retrieval, and archival processes

Integrations & Technical Engineering

· Build and support integrations with ACD platforms (Avaya, Cisco, Genesys)

· Work with databases (SQL Server/Oracle) for validation and troubleshooting

· Collaborate with infrastructure teams across servers, networking, and storage

· Contribute to API development and automation initiatives

Reporting & Analytics

· Develop and maintain operational dashboards and reports

· Support stakeholders with data insights and extraction

· Ensure data accuracy and consistency across systems

Governance & Documentation

· Maintain technical documentation, SOPs, and knowledge base content

· Support audits, compliance initiatives, and data governance standards

· Participate in disaster recovery (DR) testing and business continuity planning

Must Have Qualifications

· Bachelor’s degree in Computer Science, Engineering, or related field

· 5+ years of experience with Verint WFM and/or Call Recording platforms

· Strong understanding of contact center operations and workforce optimization

· Experience integrating with ACD systems (Avaya, Cisco, Genesys)

Working knowledge of:

· SQL (queries, troubleshooting)

· Windows Server administration

· Networking fundamentals (SIP, VoIP, ports, firewalls)

· Strong analytical, problem-solving, and communication skills

Preferred Skills

· Experience with Verint Speech Analytics or Quality Monitoring

· Exposure to cloud platforms (AWS, Google Cloud Platform)

· Experience in large-scale enterprise or contact center environments

· ITIL certification

· Scripting experience (PowerShell, Python)

Equal Opportunity Statement

Nuvolant is an Equal Opportunity Employer committed to fostering a diverse and inclusive workplace. We welcome applicants from all backgrounds and experiences and consider qualified applicants regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally protected characteristic.