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Verint Systems, Inc. Application Consultant, Managed Services in Des Moines, Iowa

Application Consultant, Managed Services

Location US-Remote (United States)

Job ID 15615

Overview of Job Function:

The Managed Service Application Consultant is responsible for providing a professional, creative, energetic and thorough experience for internal and external customers of Verint. Responsible for overall system support services and consultancy advisement to customers. The delivery of service is primarily virtual, but the Managed Service Application Consultant may need to provide the service in person from time to time. The role requires a dynamic consultancy approach and ability to analyze and evaluate system, application functionality and system integration issues typical of large scale enterprise software solutions.

Principal Duties and Essential Responsibilities:

  • Installation and configuration of Verint software integrated with the customer environment and 3rd party system providers as required.

  • Apply technical acumen to solve application, integration and user issues.

  • Provide best practice, optimization and assessment guidance of technology solutions.

  • Configure, review and test configuration and usage of Verint Applications.

  • Lead/manage troubleshooting system, configuration, integration and application usage issues as a subject matter expert to their successful closure/remedy.

  • Facilitate resolutions with Verint’s customer contacts and with other members of the Verint organization (sales, services, product support and product development, etc.) as necessary.

  • Meet and work hard to exceed customer satisfaction objectives.

  • Develop, maintain and demonstrate product knowledge relevant to product offerings, current support policies and methods of support delivery in order to quickly provide solutions to customer inquiries.

  • Create, review and update documentation as required.

Minimum Requirements:

  • Bachelor’s degree in computer science, technology management or engineering or equivalent work experience.

  • 3 years of industry experience and extensive understanding of Application Configuration.

  • Familiarity with Customer Contact Centers and Customer Experience Management, Work Force Management and Analytics.

  • Ability to effectively structure, organize and deliver consultative solution sessions/seminars defining requirements, performing discovery/refinement engagements and workshops to key users at a management, director and end user level.

  • Working knowledge of large scale, Windows and web based, enterprise application solutions.

  • Understanding of Telephony and CTI technologies.

  • Provide accurate analysis, troubleshooting and testing of technical, system and application issues.

  • Use of Microsoft Office tools including Excel, Word and Outlook.

  • Ability to build camaraderie with customers and internal teams/peers.

  • Excellent Written and Verbal Communication.

  • Successful completion of a background screening process including, but not limited to, employment verifications, criminal search, OFAC, SS Verification, as well as credit and drug screening, where applicable and in accordance with federal and local regulations.

Preferred Requirements:

  • Proven ability to gain consensus of others, proven leadership skills and high degree of consultancy based competency in mixed application/technology environments.

  • Prior experience with the installation, support, usage or administration of Workforce Management related products or Verint software.

  • Experience and understanding of Contact Center Workforce Management, Experience Management and Analytics.

  • Experience with Web based technologies including Tomcat, IIS and Load Balancers.

  • Industry certifications including Microsoft, CISCO, AVAYA, VMWare.

  • Knowledge of telecom systems (CTI, PBX, VOIP) including switches and protocols.

  • Understanding of Relational Database Managements Systems, preferably Microsoft SQL Server 2012 and greater, including the ability to use SQL.

  • Familiarity with use of troubleshooting and diagnostic tools such as Wireshark, NetMon, PerfMon, WinDBG, etc.

  • Demonstrated experience working with databases (SQL preferred).

As an equal opportunity employer, Verint Systems Inc. prides itself in providing employees with a work environment in which all individuals are treated with respect and dignity. This means we are committed to providing equal opportunity to all qualified employees and applicants for employment without regard to one’s race, color, religion, national origin, age, gender, disability, alienage or citizenship status, marital status, creed, genetic predisposition or carrier status, sexual orientation, Veteran status or any other classification protected by applicable federal, state or local laws. This policy applies to all terms and conditions of employment including but not limited to hiring, placement, promotion, compensation, training, leave of absence or termination.

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