Job Description

Infrastructure Engineering Advisor

Contract to Hire

Hybrid (onsite 2-3 days a week)

Locations:

• Austin
• Minneapolis
• New Jersery
• Tampa
• Philidelpha
• Phoneix
• Ohio
• Denver

As an Infrastructure Engineering Advisor, you will be responsible for the design, implementation, maintenance, and support of our clients Workforce Engagement product suit that include items such as call recording, workforce management speech analytics and desktop process analytics. You will work closely with technical and business areas to support and engineer solutions within the enterprise that leverage these technologies to support our contact center employees.

Responsibilities:

• Maintain Verint platform administration and configuration
• Troubleshoot and resolve issues with new Verint rollouts and implementations
• Implement Verint products such as WFM, Recording, Transcription, DPA, Quality, etc.
• Support the enterprise strategy for contact center contact center workforce engagement platform
• Provide technical leadership and guidance for contact center workforce engagement initiatives
• Enforce compliance and governance rules and policies for the contact center workforce engagement platform
• Collaborate with architects to align with application and technical requirements
• Work independently with minimal supervision in a complex and dynamic environment
• Resolve escalated problem tickets with vendors and partners
• Troubleshoot issues and find root causes and improvements
• Prevent future issues and outages with proactive measures
• Integrate new features and functionality into our contact center workforce applications
• Communicate effectively with the organization on concepts, design rationale, and findings

Qualifications:

• Experience working with Verint products
• Experience working with contact center tools such as Cisco
• Strong analytical, communication, customer focus, and conflict resolution skills
• Ability to work independently and manage multiple priorities
• Experience working in a contact center with more than 10,000 agents preferred
• Strong analytical and problem-solving skills
• Ability to communicate with stakeholders at all levels to understand requirements
• Ability to establish and achieve goals and maintain timelines

About Eight Eleven Group:

Eight Eleven Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, national origin, age, sex, citizenship, disability, genetic information, gender, sexual orientation, gender identity, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state, and local laws.

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