Senior Call Center Engineer – Verint WFM & Call Recording

About the CompanyNuvolant provides technology consulting and workforce strategy services that enable our clients to stay nimble and ahead of the fast-evolving and ever-changing market. We take pride in working with several F500 companies across exciting practice areas, including Automation, Transformation, Modernization, Data & Analytics, and AI/ML/NLP. Our footprint spans three continents, and our team’s diverse backgrounds include talented individuals from some of the fastest-growing startups to the largest technology companies in the world.About the RoleWe are seeking a skilled Software Engineer with expertise in Verint Workforce Management (WFM) and Call Recording to support and enhance our contact center technology ecosystem. This role will play a critical part in platform administration, system integrations, and a large-scale migration from Genesys WFM to Verint WFM. The ideal candidate will combine strong technical depth with a solid understanding of contact center operations to ensure system reliability, compliance, and continuous improvement.ResponsibilitiesWFM Migration & Implementation Lead the end-to-end migration from Genesys WFM to Verint WFMAnalyze existing Genesys configurations, workflows, and integrations to define migration strategyDesign and execute data migration plans (historical data, forecasts, schedules, employee data)Configure and optimize Verint WFM modules including forecasting, scheduling, adherence, and reportingDevelop APIs, scripts, and data transformation processes to support migrationSupport testing cycles (unit, integration, UAT) and post-go-live stabilizationPlatform Administration & Support Administer and maintain Verint WFM and Call Recording platformsPerform system configuration, upgrades, patching, and routine maintenanceMonitor system performance, health, and capacityTroubleshoot application, integration, and infrastructure issuesProvide L2/L3 production support and participate in on-call rotationsWorkforce Management (WFM) Operations Manage forecasting, scheduling, and real-time adherence processesSupport intraday operations and staffing optimizationPartner with business teams to improve workforce planning and reportingMaintain user roles, permissions, and business rulesCall Recording & Compliance Configure and manage voice recording solutions across IP/VoIP/TDM environmentsEnsure compliance with regulatory standards (PCI, GDPR, etc.)Support quality monitoring and speech analytics (where applicable)Manage recording storage, retrieval, and archival processesIntegrations & Technical Engineering Build and support integrations with ACD platforms (Avaya, Cisco, Genesys)Work with databases (SQL Server/Oracle) for validation and troubleshootingCollaborate with infrastructure teams across servers, networking, and storageContribute to API development and automation initiativesReporting & Analytics Develop and maintain operational dashboards and reportsSupport stakeholders with data insights and extractionEnsure data accuracy and consistency across systemsGovernance & Documentation Maintain technical documentation, SOPs, and knowledge base contentSupport audits, compliance initiatives, and data governance standardsParticipate in disaster recovery (DR) testing and business continuity planning Must Have QualificationsBachelor’s degree in Computer Science, Engineering, or related field5+ years of experience with Verint WFM and/or Call Recording platforms Strong understanding of contact center operations and workforce optimizationExperience integrating with ACD systems (Avaya, Cisco, Genesys)Working knowledge of: SQL (queries, troubleshooting)Windows Server administrationNetworking fundamentals (SIP, VoIP, ports, firewalls)Strong analytical, problem-solving, and communication skills Preferred SkillsExperience with Verint Speech Analytics or Quality MonitoringExposure to cloud platforms (AWS, GCP)Experience in large-scale enterprise or contact center environmentsITIL certificationScripting experience (PowerShell, Python) Equal Opportunity StatementNuvolant is an Equal Opportunity Employer committed to fostering a diverse and inclusive workplace. We welcome applicants from all backgrounds and experiences and consider qualified applicants regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally protected characteristic.