VIS Networks
Website:
visnet.in
Job details:
Mandatory Technical Skills
- Strong hands-on experience with Verint Voice Recording and Screen Recording solutions
- Experience supporting Verint integrated with Cisco Contact Center (UCCE / UCCX)
- Understanding of Cisco call recording architecture (SPAN, SIPREC, CTI based recording)
- Experience troubleshooting recording failures, screen capture issues, and media storage problems
- Knowledge of Windows Server environments supporting Verint applications
- Experience analyzing application logs, services, and system health metrics
- Basic knowledge of SQL Server used by Verint applications
- Good understanding of networking fundamentals (SIP, RTP, CTI, ports, firewall dependencies)
Good to Have
- Experience with Verint Workforce Optimization (WFO) suite components
- Exposure to Cisco UCCE components such as CUCM, CVP, and CUBE
- Experience supporting Speech Analytics or Quality Management modules
- Familiarity with VAPT, security hardening, and patch management
Soft Skills
- Strong troubleshooting and analytical skills
- Ability to work in high-pressure production support environments
- Good communication and coordination with cross-functional teams
- Ownership mindset with focus on incident resolution and system stability
Job Summary
We are looking for a hands-on L2 Support Engineer with strong expertise in Verint Voice and Screen Recording solutions integrated with Cisco Contact Center platforms. The role requires deep technical troubleshooting capabilities, proactive monitoring, and ownership of production issues in a 24x7 support environment. The engineer will work closely with operations teams, vendors, and L3 engineers to ensure high availability and performance of the recording platform.
Key Responsibilities
- Provide L2 technical support for Verint Voice and Screen Recording solutions deployed in enterprise contact center environments.
- Troubleshoot and resolve recording issues, screen capture failures, call capture problems, and integration issues with Cisco contact center platforms (UCCE/UCCX).
- Monitor Verint system health, recording services, storage utilization, and application performance.
- Perform log analysis and root cause analysis (RCA) for production incidents.
- Support integration components between Cisco (CTI / SIP / Media) and Verint recording servers.
- Handle incident management, problem management, and service requests as per defined SLAs.
- Coordinate with Cisco, Verint vendor support, and internal L3 teams for complex issues.
- Support patching, upgrades, configuration changes, and maintenance activities in the Verint environment.
- Maintain documentation, runbooks, troubleshooting guides, and knowledge base articles.
- Participate in 24x7 production support and on-call rotations.
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