Tata Consultancy Services · 6 hours ago
Verint Application Specialist
Detroit, MI
Full-time
Onsite
Mid Level
$95K/yr - $110K/yrTata Consultancy Services is seeking a Verint Application Specialist to support and troubleshoot Verint applications. The role involves ensuring recording integrity, compliance, and operational excellence while validating integrations with various CX platforms.
Business Information SystemsConsultingInformation TechnologyIT Management
Responsibilities
Strong analytical, problem-solving and Troubleshooting skills
Good communication skills and should work directly with customers/vendor
Verint Recorder Competencies
Strong understanding of Verint Call Recording Architecture (audio, screen, metadata capture)
Ability to troubleshoot missing/partial recordings, multi-segment calls, and playback issues
Expertise in SIP/RTP/CTI call flow analysis related to recording triggers
Hands-on experience validating:
ANI/DNIS mapping
Agent ID, Skill, Queue metadata
Consult/transfer/conference call recordings
Working knowledge of retention, encryption, compliance, and regulatory policies
Ability to analyze Verint logs, system alerts, and storage integrity
Experience supporting Verint integrations with NICE CXone, Genesys Cloud, Cisco, Avaya
Verint WFM Competencies
Strong understanding of Forecasting, Scheduling, Intraday Management, and Adherence
Ability to validate Real-Time Adherence (RTA) accuracy between CX platform ↔ Verint
Experience with multi-skill scheduling, shift templates, shrinkage models, and break structures
Hands-on knowledge of: Historical data ingestion, Forecast variance , analysis, Schedule efficiency metrics, Adherence dashboards, Ability to troubleshoot: Agent sync issues ,State mapping mismatches, Data latency between adapters
Verint Recorder
Uptime & Health: Maintain capture nodes, media servers, storage tiers; ensure NTP/time sync and license validity
Recording Integrity: Validate end‑to‑end for inbound/outbound/consult/transfer/conference/callback calls and IVR→ACD transitions
Metadata Fidelity: Ensure accurate ANI/DNIS, Agent/Queue/Skill tagging; fix CTI mapping and stitching anomalies
Compliance & Security: Enforce region/LOB retention policies, encryption-at-rest/in-transit, legal holds; audit playback access
Playback Support: Resolve player issues, corrupted media, screen‑audio sync; assist QA/Compliance with secure retrievals
Troubleshooting & RCA: Use Recorder logs, CTI logs, SIP/RTP traces, and platform diagnostics to isolate and fix failures
Verint WFM
Data & Adapters: Ensure CXone/Genesys adapters are up; monitor historical and real‑time feeds (interval volumes, AHT, states)
Forecasting: Validate inputs, seasonality, and variance; publish baselines and capture variance drivers
Scheduling: Build/publish shifts, multi‑skill schedules, templates, breaks, and offline tasks (training/coaching)
RTA & Intraday: Monitor adherence; trigger intraday actions (OT, voluntary time off, re‑skilling) to protect SL
Reporting: Produce adherence %, forecast accuracy %, schedule efficiency, and interval‑level performance
Integrations & Data Flow
CX Platforms: Validate triggers & state mapping with NICE CXone/Genesys Cloud (queues, skills, agent states)
Telephony: Understand SIP/RTP/DTMF/CTI for recording/wfm alignment; collaborate with SBC/CUBE/CUCM teams
APIs & Data: Validate REST/flat‑file feeds, time‑zone handling, and field mapping across regions/LOBs
Operations Excellence
SOP Execution: Follow daily/weekly checklists; maintain shift logs; escalate per RACI
Change/Release: Own CRs, window plans, pre/post validation, backout steps; update knowledge base
Qualification
Required
Strong analytical, problem-solving and Troubleshooting skills
Good communication skills and should work directly with customers/vendor
Verint Recorder Competencies
Strong understanding of Verint Call Recording Architecture (audio, screen, metadata capture)
Ability to troubleshoot missing/partial recordings, multi-segment calls, and playback issues
Expertise in SIP/RTP/CTI call flow analysis related to recording triggers
Hands-on experience validating: ANI/DNIS mapping, Agent ID, Skill, Queue metadata, Consult/transfer/conference call recordings
Working knowledge of retention, encryption, compliance, and regulatory policies
Ability to analyze Verint logs, system alerts, and storage integrity
Experience supporting Verint integrations with NICE CXone, Genesys Cloud, Cisco, Avaya
Verint WFM Competencies
Strong understanding of Forecasting, Scheduling, Intraday Management, and Adherence
Ability to validate Real-Time Adherence (RTA) accuracy between CX platform ↔ Verint
Experience with multi-skill scheduling, shift templates, shrinkage models, and break structures
Hands-on knowledge of: Historical data ingestion, Forecast variance, analysis, Schedule efficiency metrics, Adherence dashboards, Ability to troubleshoot: Agent sync issues, State mapping mismatches, Data latency between adapters
Verint Recorder
Uptime & Health: Maintain capture nodes, media servers, storage tiers; ensure NTP/time sync and license validity
Recording Integrity: Validate end‑to‑end for inbound/outbound/consult/transfer/conference/callback calls and IVR→ACD transitions
Metadata Fidelity: Ensure accurate ANI/DNIS, Agent/Queue/Skill tagging; fix CTI mapping and stitching anomalies
Compliance & Security: Enforce region/LOB retention policies, encryption-at-rest/in-transit, legal holds; audit playback access
Playback Support: Resolve player issues, corrupted media, screen‑audio sync; assist QA/Compliance with secure retrievals
Troubleshooting & RCA: Use Recorder logs, CTI logs, SIP/RTP traces, and platform diagnostics to isolate and fix failures
Verint WFM
Data & Adapters: Ensure CXone/Genesys adapters are up; monitor historical and real‑time feeds (interval volumes, AHT, states)
Forecasting: Validate inputs, seasonality, and variance; publish baselines and capture variance drivers
Scheduling: Build/publish shifts, multi‑skill schedules, templates, breaks, and offline tasks (training/coaching)
RTA & Intraday: Monitor adherence; trigger intraday actions (OT, voluntary time off, re‑skilling) to protect SL
Reporting: Produce adherence %, forecast accuracy %, schedule efficiency, and interval‑level performance
Integrations & Data Flow
CX Platforms: Validate triggers & state mapping with NICE CXone/Genesys Cloud (queues, skills, agent states)
Telephony: Understand SIP/RTP/DTMF/CTI for recording/wfm alignment; collaborate with SBC/CUBE/CUCM teams
APIs & Data: Validate REST/flat‑file feeds, time‑zone handling, and field mapping across regions/LOBs
Operations Excellence
SOP Execution: Follow daily/weekly checklists; maintain shift logs; escalate per RACI
Change/Release: Own CRs, window plans, pre/post validation, backout steps; update knowledge base
Qualifications: BACHELOR OF COMPUTER SCIENCE
Preferred
Knowledge of contact center platforms: NICE CXone, Genesys, Cisco UCCE / UCCX
Understanding of: SIP, RTP, VoIP, Call flows and CTI events, Database concepts (SQL basics)
Experience in large-scale migration projects
Workforce forecasting and scheduling concepts
Contact center operations understanding
Strong documentation skills
Company
Tata Consultancy Services
Tata Consultancy Services is a business solutions company that specializes on information technology services and consulting.
Founded in 1968
10001+ employees
H1B Sponsorship
Tata Consultancy Services has a track record of offering H1B sponsorships. Please note that this does not
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Funding
Current Stage
Public CompanyTotal Funding
unknown2004-08-25IPO
Leadership Team
K. Krithivasan
Chief Executive Officer & Managing Director
Aarthi Subramanian
President and Chief Operating Officer
Recent News
2026-01-25
Business Standard India
2026-01-25
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