Operational Analyst - Verint Operations Manager Configuration

Gainwell Technologies LLC•Any city, OH

1d•$51,700 - $73,800•Remote

About The Position

Support the optimization of enterprise Verint platforms within the Performance Enablement Organization (PEO). This role translates operational workload, SLA, and routing requirements into governed configurations within Verint Operations Manager (OM). This role configures and maintains task, workflow, skill, and queue structures to enable standardized work orchestration across back-office and hybrid environments. The role focuses on platform configuration, testing, documentation and operational alignment, not day-to-day work execution or people management.

Requirements

Bachelor’s degree in Business Administration, Information Systems, Operations, Analytics, related field, or equivalent experience
1–3 years of experience in operations analysis, business analysis, quality technology, workforce optimization, or CX platform support roles
Exposure to back‑office environments
Experience configuring or supporting enterprise CX/WFO/WEM platforms such as Verint, NICE, Genesys, Calabrio, or comparable solutions with Verint strongly preferred.
Experience supporting system implementations, enhancements, or preferred migrations

Responsibilities

Configure and maintain OM workflows, queues, task attributes, and skills to ensure the tool is supporting the current state of the business.
Execute configuration changes under defined standards and design guidance.
Participate in functional and regression testing, including test case execution and validation of expected results.
Document all requirements, configuration decisions, dependencies, and impacts.
Support enterprise governance standards for configuration, naming conventions, versioning, and change management.
Assist with pre‑go‑live testing, post‑go‑live stabilization, and production validation.
Maintain clear documentation to enable knowledge transfer and reduce single‑point dependency.
Partner with operational leaders to understand business needs and pain points.
Work closely with PXOs, technology teams, and other Operational Analysts within PEO to deliver aligned solutions.
Support reporting and enablement teams by providing configuration context and functional inputs.
Operate effectively in an agile, matrix‑based environment.