Verint System Administrator

Responsibilities

• Lead efforts launching Verint's Desktop and Process Analytics, Request Management, and Automated Quality Management modules within the WFO solution.
• Administering system components like recording, integrations, monitoring and workflow.
• Perform maintenance activities related to the WFO software.
• Troubleshoot issues with the Verint WFO application.
• Work with the Verint application administrator and the middle ware, server, networking and database teams.
• Manage plans to deliver use cases as well as key metrics for active management and governance.
• Identify and enforce key administrative activities, including establishing peer review process, designing, testing and validation of new rules/use cases, and maintaining appropriate reference and change log and outage documentation.
• Support creation and design of rules to accomplish new use cases, and execute on required testing.
• Effectively monitor and report on the overall health status of the WFO.
• Effectively partner with operational teams for change management, culture change as well as compliance to the delivered/implemented solution.
• Maintain plans to deliver use cases as well as key metrics for active management and governance.
• Monitor identified key performance indicators to ensure project is delivering intended benefits and that defined process is being followed.
• Excellent vendor management skills and relationship with Verint managed services.
• Other duties as assigned.

Qualifications

• Verint experience (minimum 5+ years).
• Must have outstanding technical knowledge of Verint WFM v15.x.
• Must have 5+ years of systems administration or systems engineering experience.
• Must have 5+ years of working with Microsoft Server administration.
• Relentless drive for results.
• Bachelor's degree or 5+ years equivalent work experience.
• Logical thinker with strong analytical, problem-solving and decision-making skills.
• Demonstrated ability to collaborate and ability to develop and maintain effective relationships with individuals at various levels.
• Business Analysis skills and knowledge of WFM business features so you can work with WFM users to understand their requirements and issues.
• Ability to identify issues and opportunities and develop solutions with little oversight.
• Ability to work with a high sense of urgency.
• Advanced Excel and SQL knowledge required with SSRS experience. Microsoft report builder is also a must.
• Knowledge of the following: SQL server database and SQL Server Reporting Services; Internet Information Services (IIS) and Web logic; Group Policy Object (GPO) management and Domain Account management; Systems Management (SMS) push packages.
• Plus: Verint Enterprise Administrator Training, Verint Enterprise Recorder Training (Certificates for proof).