Verint WFO / Support Engineer

Job SummaryWe are looking for a Verint WFO / Recording Support Engineer with 2+ years of hands-on experience in supporting Verint Workforce Optimization and Recording solutions. The candidate will be responsible for production monitoring, application health checks, troubleshooting recording-related issues, log analysis, incident management, and coordination with internal teams and vendor support.Key ResponsibilitiesProvide L1/L2 production support for Verint WFO and Recording environments.Monitor Verint WFO applications, services, servers, and system alerts.Perform regular health checks of Verint WFO and Recording components.Troubleshoot call recording-related issues, including:Missing recordingsRecording failuresIncomplete recordingsRecording quality issuesRecording availability issuesRecording search/playback issuesAnalyze Verint application and recording logs to identify the root cause of incidents.Troubleshoot Verint application services and connectivity issues between WFO components.Perform basic troubleshooting of database and SQL-related issues.Perform application/service restarts as per approved troubleshooting procedures.Perform post-restart and post-maintenance health checks and validation.Escalate complex issues to L3 teams or Verint vendor support when required.Participate in Verint WFO patching, upgrades, and maintenance activities.Follow Incident, Change, and Problem Management processes.Maintain troubleshooting documentation, incident updates, and knowledge-base articles.Participate in rotational/on-call support as required.Required Skills2+ years of hands-on experience with Verint WFO / Recording.Good understanding of Verint WFO architecture and components.Hands-on experience in Verint Recording troubleshooting.Good knowledge of call recording and contact center concepts.Strong log analysis and troubleshooting skills.Basic knowledge of SQL/database troubleshooting.Basic knowledge of Windows/Linux servers.Basic understanding of TCP/IP, DNS, networking, and common ports.Basic understanding of SIP/VoIP concepts.Experience with monitoring and logging tools.Experience working in a production support environment.Good communication, analytical, and incident-management skills.Good to HaveExperience with Verint WFO patching, upgrades, or migrations.Knowledge of Workforce Management (WFM).Knowledge of Verint Speech Analytics.Knowledge of Verint Quality Management.Experience with ITSM tools.ITIL knowledge or certification.Key Mandatory SkillsVerint WFO | Verint Recording | 2+ Years Experience | Production Support | Recording Troubleshooting | Log Analysis | SQL Basics | SIP/VoIP Basics | Networking Basics | Monitoring