Technical Consultant -Verint

Orange; Mumbai; Hybrid; INR 800,000 - 1,400,000; Full time

Benefits offered by this job

Global opportunities

Hybrid work environment

Professional development

Career growth

Diversity & inclusion

Reward programs

Job summary

Orange Business is seeking a Verint-focused specialist to manage incidents and service requests for Verint Finance compliance solutions. The role requires coordination with end-users, OEMs and internal teams to ensure timely resolution in an ITIL framework.

The candidate should have Verint experience, IP telephony knowledge, and exposure to cloud infrastructure within a global contact center environment. Hybrid work options and ongoing professional development are offered.

Qualifications

• Hands-on experience with Verint Financial Compliance / Recording solutions in enterprise environments.
• Essential knowledge of IP telephony, Contact Center environment & Cloud infrastructure.
• Strong Verint recorder architecture understanding including servers, storage and databases.
• 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.
• First level Support on Verint Finance compliance recorder.
• End-user and OEM coordination via mail/Phone/WebEx/TEAMS, escalate within timelines.
• Acknowledge and resolve tickets within SLA and coordinate with resolver groups.
• Open tickets with Third parties, Vendors and OEM and follow up till closure.
• Schedule and host WebEx/TEAMS meetings.

Skills

Verint Financial Compliance

IP telephony

Contact Center

Cloud infrastructure

Verint system administration

Education

BE/Graduation/Diploma in Electronics or Telecom

Verint/ITIL certifications

Tools

Verint Recorder

WebEx

TEAMS

Job description

Orange Business is here!

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.