Experience
4 - 8 yrs
Job Location
Chennai, India
Vacancy
1
Designation
Application Specialist
Job Type
ONSITE
Job Description
A Verint Application Specialist supports, maintains, and troubleshoots Verint Customer Experience (CX) and Workforce Management (WFM) software , ensuring optimal performance for contact center operations. They analyze system logs (SIP/RTP), manage data adapters, configure WFM schedules, and handle troubleshooting, typically requiring IT experience and technical knowledge of telephony, SQL, or cloud systems.
Key Responsibilities & Skills
- Troubleshooting & Support: Uses recorder logs, SIP/RTP traces, and platform diagnostics to isolate and fix issues, performing Root Cause Analysis (RCA).
- WFM & Recording Maintenance: Manages Verint WFM (scheduling, forecasting) and recording systems, ensuring data integrity across integrations with platforms like Genesys or Cisco.
- Technical Proficiency: Requires knowledge of SQL, servers, database management, and networking principles.
- System Upgrades: Manages application upgrades, patch applications, and code migrations.
- Monitoring & Reporting: Monitors real-time agent activity, adherence, and produces performance reports (e.g., Average Handle Time - AHT, Schedule Efficiency).
Common Qualifications
- Bachelors degree in Computer Science, Information Systems, or a related field.
- Experience with contact center technologies (VoIP, CTI, SIP).
- Strong analytical and communication skills.