Call Center Engineer

Job Title: Call Center Engineer - Verint WFM

Location: Guragon, INDIA

About the Role

We are seeking a skilled Software Engineer with expertise in Verint Workforce Management (WFM) and Call Recording to support and enhance our contact center technology ecosystem. This role will play a critical part in platform administration, system integrations, and a large-scale migration from Genesys WFM to Verint WFM. The ideal candidate will combine strong technical depth with a solid understanding of contact center operations to ensure system reliability, compliance, and continuous improvement.

Responsibilities

WFM Migration & Implementation

• Lead the end-to-end migration from Genesys WFM to Verint WFM
• Analyze existing Genesys configurations, workflows, and integrations to define migration strategy
• Design and execute data migration plans (historical data, forecasts, schedules, employee data)
• Configure and optimize Verint WFM modules including forecasting, scheduling, adherence, and reporting
• Develop APIs, scripts, and data transformation processes to support migration
• Support testing cycles (unit, integration, UAT) and post-go-live stabilization

Platform Administration & Support

• Administer and maintain Verint WFM and Call Recording platforms
• Perform system configuration, upgrades, patching, and routine maintenance
• Monitor system performance, health, and capacity
• Troubleshoot application, integration, and infrastructure issues
• Provide L2/L3 production support and participate in on-call rotations

Workforce Management (WFM) Operations

• Manage forecasting, scheduling, and real-time adherence processes
• Support intraday operations and staffing optimization
• Partner with business teams to improve workforce planning and reporting
• Maintain user roles, permissions, and business rules

Call Recording & Compliance

• Configure and manage voice recording solutions across IP/VoIP/TDM environments
• Ensure compliance with regulatory standards (PCI, GDPR, etc.)
• Support quality monitoring and speech analytics (where applicable)
• Manage recording storage, retrieval, and archival processes

Integrations & Technical Engineering

• Build and support integrations with ACD platforms (Avaya, Cisco, Genesys)
• Work with databases (SQL Server/Oracle) for validation and troubleshooting
• Collaborate with infrastructure teams across servers, networking, and storage
• Contribute to API development and automation initiatives

Reporting & Analytics

• Develop and maintain operational dashboards and reports
• Support stakeholders with data insights and extraction
• Ensure data accuracy and consistency across systems

Governance & Documentation

• Maintain technical documentation, SOPs, and knowledge base content
• Support audits, compliance initiatives, and data governance standards
• Participate in disaster recovery (DR) testing and business continuity planning

Must Have Qualifications

• Bachelor’s degree in Computer Science, Engineering, or related field
• 5+ years of experience with Verint WFM and/or Call Recording platforms
• Strong understanding of contact center operations and workforce optimization
• Experience integrating with ACD systems (Avaya, Cisco, Genesys)

Working knowledge of:

• SQL (queries, troubleshooting)
• Windows Server administration
• Networking fundamentals (SIP, VoIP, ports, firewalls)
• Strong analytical, problem-solving, and communication skills

Preferred Skills

• Experience with Verint Speech Analytics or Quality Monitoring
• Exposure to cloud platforms (AWS, GCP)
• Experience in large-scale enterprise or contact center environments
• ITIL certification
• Scripting experience (PowerShell, Python).

Thanks & Regards,

Imran Khan,

+91-8247747186

imran.k@clevanoollc.com