Address
Form of work Newly created role
remote work
Verint SME
A major bank is currently seeking an experience Senior Contact Centre Engineer (Verint) to join their team on a permanent basis.
This is a newly created role and you'll play a significant part of the Contact Centre platforms team. The company are embarking on a multi-year journey to refresh a large majority of critical voice and contact centre services, and this role will expose a successful candidate to an exciting technology transformation.
Responsibilities:
Engineering, implementing, and supporting critical contact centre platforms and application services.
Define and maintaining service strategy, roadmap, and catalogue offerings
Assists in defining and qualifying demand for new Infrastructure services and patterns
Provide rapid response as a subject matter expert during high impact incidents
Ability to drive timely resolution of high impact incidents (P1/P2) and manage engagements with L1/L2 service providers, vendors, and key business stakeholders.
Lead continuous improvement practices and outcomes to improve and evolve service offerings
Lead self-service, automation and shift left initiatives
Key Skills / Experience
Extensive Contact Centre domain experience in an L3 engineering technical role, working in a large scale and complex IT environment.
Deep understanding of enterprise Contact Centre technologies including SIP based contact centre platforms, SIP carriage & routing, IVR platforms and application development, Speech Recognition/NLU, CTI & Desktop Integration, Workforce Optimisation suites, & Predictive Dialler.
Verint WFO suite (call recording, WFM, Speech & Text analytics)
Deep understanding of open standard IP voice protocols such as SIP, SDP, RTP
If interested please respond ASAP with your latest resume
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