Verint Support Engineer

Please note: The successful candidate will have to work East Coast hours.Overview Of Job FunctionThe Engineering team is seeking an experienced and highly reliable engineer to join a high-performance environment supporting business-critical voice recording platforms.This role is responsible for the maintenance, configuration, and continuous operation of voice recording systems (including Verint Workforce Management V15.2), ensuring compliance with internal standards and external regulatory obligations within a regulated financial services environment.The successful candidate will operate within a live, high-pressure environment, supporting systems hosted within complex enterprise infrastructures across trading floor, contact centre, telephony, mobile, and collaboration platforms.The position requires close collaboration with internal support teams, service managers, project managers, and client stakeholders, with the ability to work to defined operational standards and instructions while maintaining a high level of ownership and accountability.This role requires an individual who can operate independently, communicate effectively under pressure, and take ownership of incidents through to resolution, while collaborating closely with internal teams and stakeholders.Key ExpectationsOperate across L1, L2, and L3 activities, depending on business needWork effectively in live incident environments, maintaining focus and clear communicationFollow strict processes and runbooks, while applying sound judgement where requiredTake ownership of tasks from start to finish without the need for constant directionDemonstrate professional conduct and structured communication at all timesAdapt to shifting priorities in a fast-paced operational environment Technical & Operational SupportProvide end-to-end support across L1–L3 activities, including Incident, Change, and Problem ManagementMaintain and support Verint Workforce Optimization (V15.2) and associated voice recording platformsPerform system monitoring, triage, and resolution of incidents within defined SLAsExecute patching, upgrades, and maintenance activities, including out-of-hours support where requiredCapture and analyse system logs, alarms, and performance data to identify and resolve issuesIncident & Live Environment ManagementActively participate in live incident and outage calls, maintaining:Clear, structured communicationFocus on the issue at handAlignment with incident management protocolsFollow escalation procedures correctly, including:Engaging appropriate stakeholdersAvoiding unnecessary or inappropriate escalationDemonstrate the ability to operate calmly and effectively under pressureProcess AdherenceFollow all documented runbooks and procedures without deviationEnsure no unauthorised changes are made to systems or processesProactively challenge or escalate unclear instructionsContribute to the creation, maintenance, and continuous improvement of runbooksOwnership & AccountabilityTake full ownership of assigned tasks, ensuring:Timely completionProactive updates to stakeholdersDemonstrate accountability for both technical delivery and administrative responsibilitiesMaintain high attention to detail, minimising rework and execution errorsCollaboration & Stakeholder EngagementWork closely with:Regional EngineersIT Service OwnersSenior stakeholdersExternal vendorsCommunicate clearly and professionally in all interactionsBuild trusted working relationships in high-pressure environmentsTechnical EnvironmentExperience WithVerint Workforce Optimization (V15.2) NICE NIMCisco Call ManagerBT Open Trade platformSpeakerbusYou will live the Kerv values…Think Customer FirstTeam is everythingSpread good vibesBuild futureDo the right thingAt Kerv, we’re building something special and we’re building it to last. We want everybody to feel valued, included and love working together. With an uncompromising pursuit of amazing employee experience, we always strive to do the right thing. We believe and will relentlessly promote and support the power of diversity, equality and belonging, through collaboration and creating exceptional solutions together.