Overview of Job Function

The Engineering team seeks an experienced engineer to add to our client’s high-performance team. This position is responsible for the maintenance, development, and the configuration of the banks voice recording (Verint Workforce Management V.15) platform, hosted within the bank’s environment.  The position will work as instructed by the client and directly interface with internal support teams/service managers/project managers.

Principal Duties and Essential Responsibilities

·        Act as the primary, dedicated technology interface to the customer owning the technical responsibility for architecture, analysis, design, development, and implementation of components and framework of data migration components.

·        Provide Level 3 Support across Incident, Change and Problem management for the Verint Workforce Management platform.

·        Work as instructed whilst reporting into the client’s regional lead.

·        Approve system requirements, estimation, functional specifications, testing strategy and other activities to ensure architectural alignment;

·        Provide assistance and advanced troubleshooting, diagnosis, resolutions of service related faults and application of recommend product fixes where appropriate on the Verint Workforce Management platform.

·        Capture and Analysis of V.15 System logs and alarms, provide training & development for Level 1 & 2 engineers across Incident and Change management.

·        Set high level design objectives, and review and critique software designs proposed by developers;

·        Ensure the quality, completeness and best practices of project deliverables;

·        Drive success through working collaboratively with engineering development, test, marketing and other cross-functional stakeholders;

·        If required - help in the production of method statements, scope of works or similar planning around change control.

·        Lead Patch Management Activities Outside of working hours (Overtime applies)

Minimum Requirements

·        3+ years’ experience in the field of software engineering supporting the Verint Workforce Management platform (V.15)

·        Level 3 Support knowledge across voice recording platforms ranging from NICE 8.9, NIM, NTR, Fusion/Compass, Verint/Verba, Redbox recording.

·        Experience with Microsoft SQL Server, MySQL & Java;

·        Proven understanding of experience in elements of Software Development & Test;

·        Proven product delivery knowledge from requirements analysis through quality assurance and support;

·        Excellent oral and written communication skills, with effective presentation experience;

·        Possess strong interpersonal skills coupled with a can-do attitude;

·        Possess a proven ability to work independently;

·        Demonstrating high levels of Technical Architect skills in order to support the client with determining the right solution for their environment;

·        Detail-oriented and highly organized person, ability to juggle multiple priorities and parallel projects;

·        Successful completion of Kerv background screening process including, but not limited to, employment verifications, criminal search;

Preferred Requirements

·        Knowledge and experience of creating Technical Designs into Financial Institutions.

·        Experience with MySQL, MSSQL;

·        ITILv4 Accreditation

·        Azure Accreditation

Shift Patterns:

·        All Work is expected to be conducted Monday to Friday rotating between two shifts morning and afternoon: 7:00 AM EST to 3 PM EST and 10 AM EST to 7 PM EST.