Verint Contact Center Application Engineer

BETSOL•Broomfield, CO

6h•$80,000 - $115,000

About The Position

The Contact Center Application Engineer provides advanced engineering and operational support for mission-critical contact center technologies within a large enterprise environment. This is a hands-on technical role requiring deep experience architecting, engineering, and supporting Verint platforms in both on-premises and cloud/tenant-hosted environments. The ideal candidate will demonstrate a strong history of direct engineering, complex troubleshooting, and solution delivery for Verint solutions across the full lifecycle—including migrations, integrations, and performance optimization.

Requirements

10+ years of IT support or operations engineering experience, with a strong focus on contact center technologies.
8+ years of direct, hands-on experience engineering and supporting: Verint solutions—including call/desktop recording, Quality Management (QM), Workforce Management (WFM), and reporting/analytics—in enterprise environments; Aspect and Intradiem (or similar) applications.
Proven success supporting and engineering production enterprise Verint environments (on-prem and cloud/tenant-hosted), incident response, and change execution.
Experience with public cloud platforms (Azure, AWS, GCP) related to Verint application hosting, integration, or migration.
Advanced troubleshooting, root-cause analysis, and problem-solving skills in complex, regulated environments.

Nice To Haves

Previous experience leading or supporting Verint migrations (on-prem to cloud/tenant, cloud to on-prem, or between cloud tenants).
Demonstrated engineering and support expertise with both on-premises and cloud/tenant-hosted Verint solutions.
Solid understanding of Windows and Linux operating systems, enterprise software architecture, and cloud security principles.
Familiarity with contact center AI technologies and automation frameworks.
Strong documentation discipline, with ability to author runbooks, SOPs, and technical knowledge articles for complex Verint environments.
Excellent communication skills, able to collaborate across technical and non-technical teams and present to senior leaders.
Self-motivated continuous learner, staying current on Verint product developments, cloud transformation trends, and emerging best practices in contact center technology.

Responsibilities

Perform advanced daily health checks, proactive monitoring, and hands-on support for Verint 15.x (and related) platforms in production.
Diagnose, troubleshoot, and resolve complex incidents and performance issues, collaborating with vendors and internal SMEs.
Lead and execute system changes, upgrades, patching, and migrations—including on-prem to cloud/tenant transitions.
Ensure strict adherence to SLAs, KPIs, and change-control governance for all Verint-related systems.
Architect and implement scalable, resilient Verint solutions (call/desktop recording, Quality Management, Workforce Management).
Drive root-cause analysis and long-term remediation for high-severity or recurring issues.
Document technical procedures and mentor Level 1/2 support teams on advanced troubleshooting and operations.
Partner with developers, architects, and vendors to deliver robust Verint solutions and integrations with other contact center technologies.
Communicate technical status, risks, and solution progress to engineering leadership and stakeholders.
Maintain expert-level knowledge of Verint 15.x and prior versions, including architecture, deployment, and performance tuning in both on-prem and cloud/tenant-hosted environments.
Serve as primary owner for Verint 15.x configuration management, security administration, and lifecycle upgrades—ensuring compliance, audit readiness, and continuous alignment with evolving requirements.
Recommend and implement process improvements, automation opportunities, and best practices for Verint operations.