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Verint Systems, Inc. Specialist, Global Financial Compliance Support in Boston, Massachusetts

At Verint, we believe customer engagement is the core of every global brand. Our mission is to help organizations discover opportunities previously only scarcely imagined by connecting work, data, and experiences enterprise wide. We hire innovators with the passion, creativity, and drive to answer constantly shifting market challenges and deliver impactful results for our customers. Our commitment to attracting and retaining a talented, diverse, and engaged team creates a collaborative environment that openly celebrates all cultures and affords personal and professional growth opportunities. Learn more at www.verint.com.

Overview of Job Function:

The Product Support Organization provides Verint’s installed customer base with post-implementation technical support services for the full line of Verint CES software offerings. The Global Financial Compliance Support Specialist delivers voice recording support and technical enablement tasks required for financial compliance voice recording for a tier 1 banking environment.

Principal Duties and Essential Responsibilities:

  • Analyzes and evaluates technical issues and suggests/implements methods and techniques to achieve resolution

  • Resolves customer escalations and manages both onsite and remote escalation projects

  • Works with customer escalation and management teams to resolve and manage communication for complex customer escalations

  • Performs daily health checks to ensure the system is functioning correctly

  • Deploys and tests Verint quarterly software updates

  • Performs and documents the bi-annual system health check

  • Works effectively unsupervised as well as in team environment

  • Effectively communicates with customers and internal technical teams

  • Liaises between Verint’s customer and internal Verint teams

  • Responds to customer logged support cases by troubleshooting and investigating the reported issue with Verint's proprietary Financial Compliance software.

  • Tracks active support cases with relevant parties, ensures support cases are regularly updated

  • Attends regular service review meeting

  • Assists and facilitates technical enablement when needed for the customers technical teams

    Minimum Requirements:

  • 2 years financial compliance voice recording experience that supports complementation and troubleshooting of software applications and related technology infrastructure

  • Cisco UCM voice recording integration / setup

  • Knowledge of TCP/IP networking, application level protocols (SIP, RTP, etc.), firewall technology, SQL databases, Windows servers, and storage systems

  • IPC Unigy voice recording

  • Knowledge of analyzing network issues – running network traces

  • Advanced understanding of troubleshooting flow

  • Experience effectively handling customer managed service and support activities remotely

  • Experience in documenting customer process and service activity reports

  • Effective verbal communication

  • Ability to travel regionally and internationally at short notice for exceptional requirements (<10%)

    Preferred Requirements:

  • Technical certifications (Cisco, Microsoft, VM Ware, SIP)

  • 2 years experience in Verint Verba recording products

  • Technical Writing experience

  • Project Management experience

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