Verint Support Engineer

Kerv

2d•Remote

About The Position

The Engineering team is seeking an experienced and highly reliable engineer to join a high-performance environment supporting business-critical voice recording platforms. This role is responsible for the maintenance, configuration, and continuous operation of voice recording systems (including Verint Workforce Management V15.2), ensuring compliance with internal standards and external regulatory obligations within a regulated financial services environment. The successful candidate will operate within a live, high-pressure environment, supporting systems hosted within complex enterprise infrastructures across trading floor, contact centre, telephony, mobile, and collaboration platforms. The position requires close collaboration with internal support teams, service managers, project managers, and client stakeholders, with the ability to work to defined operational standards and instructions while maintaining a high level of ownership and accountability. This role requires an individual who can operate independently, communicate effectively under pressure, and take ownership of incidents through to resolution, while collaborating closely with internal teams and stakeholders.

Requirements

Experienced and highly reliable engineer
Ability to work US East Coast hours
Experience supporting business-critical voice recording platforms
Experience ensuring compliance with internal standards and external regulatory obligations
Ability to operate within a live, high-pressure environment
Experience supporting systems hosted within complex enterprise infrastructures
Experience supporting trading floor, contact centre, telephony, mobile, and collaboration platforms
Ability to work to defined operational standards and instructions
High level of ownership and accountability
Ability to operate independently
Effective communication under pressure
Ability to take ownership of incidents through to resolution
Experience with Verint Workforce Optimization (V15.2)
Experience with NICE NIM
Experience with Cisco Call Manager
Experience with BT Open Trade platform
Experience with Speakerbus

Nice To Haves

Spread good vibes
Build future
Do the right thing

Responsibilities

Operate across L1, L2, and L3 activities, depending on business need
Work effectively in live incident environments, maintaining focus and clear communication
Follow strict processes and runbooks, while applying sound judgement where required
Take ownership of tasks from start to finish without the need for constant direction
Demonstrate professional conduct and structured communication at all times
Adapt to shifting priorities in a fast-paced operational environment
Provide end-to-end support across L1–L3 activities, including Incident, Change, and Problem Management
Maintain and support Verint Workforce Optimization (V15.2) and associated voice recording platforms
Perform system monitoring, triage, and resolution of incidents within defined SLAs
Execute patching, upgrades, and maintenance activities, including out-of-hours support where required
Capture and analyse system logs, alarms, and performance data to identify and resolve issues
Actively participate in live incident and outage calls, maintaining clear, structured communication, focus on the issue at hand, and alignment with incident management protocols
Follow escalation procedures correctly, including engaging appropriate stakeholders and avoiding unnecessary or inappropriate escalation
Demonstrate the ability to operate calmly and effectively under pressure
Follow all documented runbooks and procedures without deviation
Ensure no unauthorised changes are made to systems or processes
Proactively challenge or escalate unclear instructions
Contribute to the creation, maintenance, and continuous improvement of runbooks
Take full ownership of assigned tasks, ensuring timely completion and proactive updates to stakeholders
Demonstrate accountability for both technical delivery and administrative responsibilities
Maintain high attention to detail, minimising rework and execution errors
Work closely with Regional Engineers, IT Service Owners, Senior stakeholders, and External vendors
Communicate clearly and professionally in all interactions
Build trusted working relationships in high-pressure environments