Technology Consulting-Expert

Verint Platform Expert

We are seeking a highly skilled Verint Platform Expert to lead the assessment, optimization, and implementation of best practices for our Verint cloud solution. This role requires deep expertise in Verint’s capabilities, with a strong focus on improving system utilization, retention policies, compliance, and operational efficiency. The ideal candidate will develop and enforce standards such as naming conventions, call tagging strategies, and system workflows, ensuring the platform is fully leveraged to support business objectives while minimizing risk.

Job Duties:

• Conduct a comprehensive assessment of our Verint cloud solution usage and provide strategic recommendations for optimization.
• Develop and implement best practices for platform configuration, including naming conventions, call tags, and system workflows.
• Define, standardize, and enforce data retention requirements to ensure compliance and mitigate risk.
• Collaborate with internal stakeholders to align Verint utilization with business goals and regulatory requirements.
• Work closely with IT, Compliance, and Operations teams to refine system setup and streamline processes.
• Provide guidance and training to internal teams on Verint best practices.
• Stay up to date with Verint’s latest features and enhancements, advising on new opportunities for improvement.
• Lead the implementation of changes and enhancements, ensuring minimal disruption to business operations.
• Monitor platform performance and effectiveness, making iterative improvements as necessary.

Job Requirements:

• Extensive hands-on experience with Verint cloud solutions, including implementation, optimization, and best practices.
• Strong expertise in Verint’s workforce engagement, call recording, analytics, and compliance features.
• Proven experience configuring and optimizing IVR systems, including call routing, self-service options, speech recognition, and reporting.
• Experience integrating Verint solutions with IVR platforms, ACD (Automatic Call Distribution), and CRM systems.
• Knowledge of compliance and regulatory requirements related to call recording, IVR data handling, and retention policies.
• Ability to assess current system utilization and design a roadmap for improvement.
• Strong analytical, problem-solving, and project management skills.
• Excellent communication and stakeholder management abilities.
• Experience in leading contact center system optimizations in a high-volume enterprise environment preferred.