Contact Center Engineer, Senior

Your Role

We are seeking a technically skilled and collaborative Contact Center Engineer to support and optimize our Verint and Genesys Workforce Engagement platforms. This role is critical to ensuring the performance, reliability, and continuous improvement of our workforce engagement solutions-including Quality Monitoring, Workforce Management (WFM), Desktop Process Analytics (DPA), and Speech Analytics-within a Genesys-integrated contact center environment.

The ideal candidate will bring strong technical expertise along with hands-on experience working in Agile/Scrum environments, contributing to iterative development, sprint planning, and cross-functional collaboration.

Your Knowledge and Experience

• Typically, requires a college degree or equivalent experience and minimum 5 years of prior relevant experience.
• 3-5+ years of experience supporting Verint or Genesys Workforce Engagement solutions in a contact center environment.
• Strong understanding of Verint modules including QM, WFM, DPA, and Speech Analytics.
• Hands-on experience with Genesys Cloud CX WEM tools, including forecasting, scheduling, and performance monitoring.
• Proven experience working in Agile/Scrum teams, with a solid understanding of Agile principles and tools (e.g., Jira, Azure DevOps).
• Familiarity with Avaya platforms and Oracle SBCs is highly desirable.
• Excellent troubleshooting, documentation, and communication skills.
• Ability to work independently and collaboratively in a fast-paced, regulated environment.
• Verint Certified Specialist (any module) preferred
• Genesys Cloud CX WEM Certification preferred
• Certified Scrum Master (CSM) or equivalent Agile certification preferred
• ITIL Foundation or equivalent preferred