Job Specifications
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.