Contractor - WFO Systems Engineer
HybridBengaluru, Karnataka, India
Job Summary
Build, deploy, and configure WFO Verint and Five9 platforms in global data centers while collaborating with Cloud Ops staff to monitor production environments. Serve as the primary point of contact for troubleshooting and fixing WFO-related issues, driving proactive performance management and capacity planning. Manage technical projects involving system builds, planning, documentation, and training, ensuring timely ticket resolution and adherence to change management processes during off-hours maintenance windows. Participate in on-call rotation to support system availability. This role supports Five9's Technical Operations team in delivering cloud contact center solutions to customers worldwide.
Required Qualifications
- Minimum 4 years technical experience with Windows and Active Directory system administration
- Strong experience with WFO, PBX, Dialer, ACD, CTI, VoIP, IVR/VRU and Call Center practices
- 5 years of Verint software installation, configuration and administration, especially in a multi-tenant cloud environment
- Solid experience with Verint QM/WFM
- B.S. in Computer Science or equivalent experience
- Excellent verbal and written skills
Desired Qualifications
- Knowledge of Verint Analytics and DPA
- AWS/GCP administration/certification
- Experience in JAVA Enterprise and frameworks in addition to app servers like Tomcat, JBoss etc
- Good experience with MS SQL (2017/2019): database structure, administration, performance tuning and scripting
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