Voice (Verba) Engineer

Roles and Responsibilities

• Design, implement, integrate, and support enterprise voice recording solutions, primarily using Verint/Verba platforms.
• Manage end-to-end project delivery activities, including solution design, build oversight, validation, testing, deployment, and closure.
• Develop implementation plans, including change management activities, communication plans, and deployment schedules.
• Coordinate with vendors and third-party providers to manage technical activities, issue resolution, and service delivery.
• Validate implemented solutions against approved design documentation and technical specifications.
• Coordinate integration testing with customer environments, voice platforms, and third-party systems.
• Provide day-one deployment support, monitor production activities, and troubleshoot implementation-related issues.
• Collaborate with global engineering, development, and support teams to ensure effective service delivery.
• Provide technical expertise and support during audits, compliance reviews, and operational assessments.
• Contribute to the development and adoption of global voice engineering standards, architecture guidelines, and best practices.
• Maintain technical documentation, operational procedures, and implementation records.

Required Technical Skills & Experience

• Proven experience managing and supporting enterprise-scale voice deployments across multiple platforms.
• Strong knowledge and hands-on experience with Verint/Verba voice recording solutions in large, multi-site telephony environments.
• Experience with voice recording architecture, configuration, integration, and troubleshooting.
• Knowledge of integration between voice recording platforms and third-party voice systems.
• Experience supporting contact center, telephony, or unified communications environments.
• Strong understanding of infrastructure technologies, including:
  • Networking (TCP/IP, DNS, routing, firewalls, load balancing)
  • Windows/Linux operating systems
  • Virtualization platforms (VMware or equivalent)
  • Cloud environments and services
  • Server and storage technologies
• Experience working in highly controlled, regulated, or compliance-focused environments.
• Experience supporting customer-facing implementations in time-critical production environments.
• Familiarity with voice security, compliance, and recording retention requirements.

Preferred Qualifications

• Verint/Verba certification or relevant voice recording platform certifications.
• Experience with NICE, Verint, or similar enterprise recording solutions.
• Knowledge of AI-driven voice analytics, automation, and cloud-based voice solutions.
• Experience working within financial services or other highly regulated industries.
• Familiarity with DevOps practices, automation frameworks, and modern cloud technologies.

Key Deliverables

• Successful implementation and integration of enterprise voice recording solutions.
• Validated and production-ready voice deployments.
• Technical design documents, implementation plans, and configuration records.
• Test plans, deployment reports, and operational handover documentation.
• Troubleshooting support and incident resolution for voice platforms.
• Standardized voice engineering solutions aligned with global best practices.