JOB DESCRIPTION:
- The System Administrator for Verint servers is responsible for the installation, configuration, maintenance, and optimization of Verint systems and supporting infrastructure.
- This role ensures high availability, performance, and compliance of the Verint environment, enabling secure and reliable voice and screen capture across the enterprise.
- The System Administrator will collaborate with IT, , Networking, Security, and Operations teams to support business-critical functions and maintain system integrity.
Key Responsibilities
Verint Platform Administration
- Administer, configure, and maintain Verint servers, applications, and associated components.
- Monitor system performance, recording health, storage utilization, and application availability.
- Perform routine audits of data retention policies, and system logs.
- Apply Verint patches, software updates, and version upgrades in coordination with vendor support.
System Maintenance & Support
- Troubleshoot Verint system issues, including failures, integration errors, or performance degradation.
- Provide Tier 2/Tier 3 support for user requests and escalations related to Verint issues.
- Manage storage tiers, archive processes, and retention schedules based on compliance requirements.
- Ensure proper configuration of backup and disaster recovery processes.
Integrations & Infrastructure
- Support and maintain Verint integrations with voice platforms (e.g., SIP, VoIP, PBX, SBCs), contact center solutions, and desktop environments.
- Work closely with network and telecom teams to validate call flows, routing, and trunk configurations impacting recording.
- Monitor server OS, security patches, and hardware performance.
Security & Compliance
- Ensure Verint systems meet organizational security standards and regulatory requirements (e.g., PCI, SOX, HIPAA, FINRA depending on industry).
- Manage access controls, permissions, and audit logs.
- Support legal hold, retention, and compliance export requests.
Documentation & Process Management
- Develop and maintain system documentation, processes, architecture diagrams, and SOPs.
- Create knowledge articles for support teams and operational partners.
- Participate in incident response, root cause analysis, and continuous improvement efforts.
Qualifications
Required
- 3–5+ years of experience administering enterprise systems, contact center platforms, or recording solutions.
- Hands-on experience with Verint (e.g., Verint Workforce Optimization/WFO, Verint Playback, Verint v15.x/v7.x).
- Strong knowledge of Windows Server environments, SQL Server basics, and application logs.
- Understanding of VoIP/SIP technologies, call routing, SBCs, and telephony protocols.
- Experience supporting multi-server environments, clustering, and redundant architectures.
- Strong troubleshooting, analytical, and documentation skills.
Preferred
- Experience with Verint Centralized Management (CM) or Impact360.
- Familiarity with cloud or hybrid deployments of Verint systems.
- Knowledge of VMware or other virtualization platforms.
- Scripting experience (PowerShell, Python, or similar).
- Verint certifications or training.
Soft Skills
- Strong communication and collaboration abilities.
- Ability to manage incident queues and prioritize effectively.
- Comfortable working in compliance-driven environments.
- Customer-focused mindset with high attention to detail.
Work Environment
- May require occasional after-hours support for maintenance windows or outages.
- On-call rotation may apply.
