Senior Verint Wfo Engineer

Who we are

Artmac Soft is a technology consulting and service-oriented IT company dedicated to providing innovative technology solutions and services to customers.

Job Description:

Job Title : Senior Verint WFO Engineer

Job Type : C2C / W2

Location : Prosper, Texas(Hybrid)

About the role:
You will lead the upgrade and patching of a live Verint WFO (Workforce Optimization) system for a large call center. The system runs Verint 15.2 on 8 production servers, plus a test (lab) system. You will patch the lab first, then production after hours, update service account passwords, test, and support go-live.

• Review the current Verint version, patch level and server backups before any change
• Plan the upgrade, including a rollback plan and a short acceptance test
• Install the latest Verint patches and update packages (hotfix rollups, security updates, compatibility and KB packages) on the lab system, then on production
• Update 5 Verint service account passwords across Verint, Windows services and SQL Server
• Confirm call recording, screen recording, speech analytics and workforce scheduling all work after each change
• Do production work after hours, on-site in Plano when needed
• Support go-live and write a short handover note for the client's team

• 5+ years hands-on with Verint WFO / Workforce Engagement, including version 15.x
• Has installed Verint hotfix, security and update packages on live systems
• Experience with Verint call and screen recording connected to Cisco phone systems (UCCE/ICM, JTAPI, SIP)
• Working knowledge of Verint speech analytics, desktop analytics and workforce management (forecasting and scheduling)
• Comfortable with Windows Server 2019 and SQL Server 2019
• Able to work after hours and on-site in Plano, TX
• Based in the United States and authorized to work in the US