The Verint SaaS team is responsible for Verint SaaS solutions offered by Telecom. Our Verint solution is hosted in GCP with some sites on premise. The solution is offered in Canada and internationally. The Verint offering is primarily integrated to our Cisco Hosted Collaboration Solution (HCS) technologies and CC360 is a fully cloud solution powered by THRIO,.The Verint SaaS team, part of Telecom, is responsible to provide professional services in support, analyze, plan, design and deploy features or changes required by the clients. Supporting Telecom’s Verint SaaS team, the successful candidate will be Solutioning/Supporting/Deploying/Consulting for new and existing clients, delivering Verint recommendations and solutions Maintains and manages the Verint Systems within the organization and to ensure its optimum performance on a daily basis. Provides Global technical assistance by attending to Verint related issues and concerns.

Job Description
● Deployment Planning
● OS/SQL upgrades
● Verint Patching and Upgrades
● New Environments
● New Technology integrations
● Adherence to best practices
● Constant Process improvements Ticket\Request management and resolution.
● Adherence to SLA
● Vendor management on Escalated issues
● Root cause analysis
● Collaborate with the team and Facilitate resolutions with internal and external stakeholders. Provides Verint-related application assistance to end users and clients.
● Consulting on product usage
● Training on Basic functionalities Monitoring of all Verint System devices and services.
● Help improve Verint monitoring
● Proactive issue detection through automation
● Daily Checklist
● Ensure system functionality Maintain documentation relating to Verint
● Method of Procedures
● New Client Launch
● Environment changes
● Client requested changes
● Troubleshooting Guides Responsible for Continues education and Knowledge improvement Ability to work a flexible schedule in the interest of Client satisfaction; may be required to participate in on-call rotations consistent with Support’s on-call practice Responsible and/or provide support in Global Security Audits as required. Understanding of SaaS and Cloud deployments Demonstrated self motivation and the ability to work independently

Skills:
● Works well under pressure.
● Experience providing leadership to small technical teams.
● Excellent problem solving and analytical skills.
● Excellent verbal and written communication skills.
● Mentorship abilities for junior team members.
● Strong organization and documentation skills.
● Strong time management skills; can handle multiple projects and commitments.
● Familiarity with ITIL.

Knowledge:
● English (written and oral) - B2:
● Oral and written comprehension
● Appropriate use of the English language
● Trilingual (French and English) a big plus but not required.
● WFM\Contact Center Recording Exposure and experience is a must.
● VMWare exposure.
● Strong system integration understanding in windows environments
● Strong experience in MS SQL database queries is strongly desirable.
● LAN/WAN architecture and data communication, client/server architecture, and databases.
● Strong time management skills; can handle multiple projects and commitments.
● Experience designing and implementing large multi-tenant contact centre solutions.

Studies & Experience:
● Degree/certification in Computer Science or equivalent work experience.
● Verint Certified or similar
● +5 years of experience in VoIP technologies
● +5 years of experience in Cloud based technologies