Technical Consultant -Verint

Orange Business; Maharashtra; Hybrid; INR 900,000 - 1,300,000; Full time

Benefits offered by this job

Global opportunities

Flexible hybrid work

Professional development

Career growth

Well-being programs

Referral programs

Job summary

Orange Business in Maharashtra, India, is seeking a Technical Operations professional to identify and categorize incidents, service requests and changes for Verint Finance compliance recorder, and to provide first‑level support with OEM coordination.

You will be the SPOC for early ticket routing, priority setting, and escalation within SLA, coordinating with internal teams, vendors and customers via email, WebEx, TEAMS, and phone. A background in IP telephony, cloud infra, and ITIL is essential.

Qualifications

• Hands-on experience with Verint Financial Compliance / Recording solutions.
• Essential knowledge of IP telephony and Contact Center environments.
• Experience with Verint system administration, health monitoring and incident troubleshooting.

Responsibilities

• Identify and categorize incidents, service requests & change requests for the product logged by end user.
• Provide first-level support on Verint Finance compliance recorder.
• Coordinate with end-user, OEM and vendors via mail/phone/WebEx/TEAMS and escalate within SLA.
• Route tickets to correct groups per SOP and update customers regularly.
• Open tickets with third parties and follow up until closure; schedule WebEx/TEAMS meetings.

Skills

Verint Recording

IP Telephony

Cloud Infrastructure

ITIL

Vendor Coordination

Education

BE/Graduation/Diploma in Electronics or Telecom

Tools

Verint Administration Tools

Job description

About Us

Join us at Orange Business!

We are a network and digital integrator that understands the entire value chain of the digital world, freeing our customers to focus on the strategic initiatives that shape their business.

Every day, you will collaborate with a team dedicated to providing consistent, sustainable global solutions, no matter where our customers operate. With over 30,000 employees across Asia, the Americas, Africa, and Europe, we offer a dynamic environment to develop and perfect your skills in a field filled with exciting challenges and opportunities.

About The Role

Technical Operational Role:

• Identify and Categorize the Incidents, Service requests & Change requests for the product which is logged by end user.


• First level Support on Verint Finance compliance recorder.


• End-user and OEM coordination over different communication mediums (mail/Phone/WebEx/TEAMS) and escalating within defined timelines.

Key SPOC:

• Identifying & categorizing tickets related to product from the initial information.


• Understand Business urgency & impact of issues.


• Assignment of priority to tickets as per the eligibility criteria.


• Route the tickets to correct assignment groups as instructed in SOP document.


• Search and reuse information from internal repositories.


• Daily pre-production checklist.


• Proactive & regular update to customer.


• Opening tickets with Third parties, Vendors and OEM on behalf of customer and follow up till closure.


• Schedule and Hosting WebEx/TEAMS meetings.


• Effective handling of request and incident as per ITIL framework.


• Acknowledge and resolve tickets within agreed SLA and perform necessary coordination with corresponding resolver group.


• Point to point coordination between customer unified desk and support teams to provide resolution.


• Take initiatives in learning, certifications & evaluating new products & Tools.

About You

Hands-on experience with Verint Financial Compliance / Recording solutions, preferably in enterprise or financial-services environments.

Additionally essential knowledge of IP telephoney, Contact Center environment & Cloud infrastructure.

Hands on experience (build and manage) on Verint Solutions.

• Strong understanding of Verint recorder architecture, including Recording Servers, Media Servers, Capture/Recording components, storage, databases and associated services.


• Experience supporting voice, screen and interaction recording, including recording policies, retention, quality and compliance requirements.


• Knowledge of compliance recording, call capture, search, playback, quality monitoring and audit requirements.


• Ability to troubleshoot recording failures, missing recordings, partial recordings, playback issues, search/indexing problems and recording-quality issues.


• Experience with Verint system administration, configuration, health monitoring and incident troubleshooting.

Understanding of recording storage, retention policies, archival, storage capacity and data lifecycle management.

BE/Graduation/Diploma in either Electronics or Telecom

Training/Certifications

• Verint-specific administration or technical certification is highly desirable


• Verint Recording / Verint Financial Compliance certifications or relevant Verint product training


• ITIL (mandatory)

You bring a can-do attitude, tackle challenges head-on and challenge the status quo with new and innovative ideas.

What We Offer

• Global Opportunities: Work in multi-national teams with opportunity to collaborate with colleagues and customers from all over the world.


• Flexible Work Environment: Flexible working hours and possibility to combine work from office and home (hybrid ways of working).


• Professional Development: training programs and upskilling/re-skilling opportunities.


• Career Growth: Internal growth and mobility opportunities within Orange.


• Caring and Daring Culture: Health and well-being programs and benefits, diversity & inclusion initiatives, CSR and employee connect events.


• Reward Programs: Employee Referral Program, Change Maker Awards.

Only Your Skills Matter

Regardless of your age, gender identity, race, ethnic origin, religion/belief, sexual orientation, marital status, neuroatypia, disability, veteran status or appearance, we encourage diversity within our teams because it is a strength for the collective and a vector of innovation. Orange Group is a disabled-friendly company and equal opportunity employer: don't hesitate to tell us about your specific needs.