Senior Associate - Verint Engineer

Location Designation: Hybrid - 3 days per quarter 

As part of Technology, you'll have the opportunity to contribute to groundbreaking initiatives that shape New York Life's digital landscape. Leverage cutting-edge technologies like Generative AI to increase productivity, streamline processes, and create seamless experiences for clients, agents, and employees. Your expertise fuels innovation, agility, and growth — driving the company's success.

Role Overview:
 

The Telephony Verint Infrastructure Operator will provide support across all telephony infrastructure and applications. This position is responsible for delivering on support, strategies and designing solutions that will align the use of Verint telephony services and technologies to the published telephony roadmap. Solution Design, Delivery and Support turning business needs into technology solutions. It encompasses many of the functions, such as project management, gathering business requirements, design, development, implementing into production, and support and maintenance.

What You’ll Do:
 

• Manages local workload centered around Verint systems, incident, change and problem management
• Provides timely status updates based on agreed to notification process on current status of all ongoing initiatives.
• Business advocate to ensure all changes are implemented based on unique business requirements and that all problems are resolved within the agreed upon SLA
• Supports business customers in the implementation, maintenance and support of all elements of the infrastructure.
  Works independently and leads problem determination efforts requiring assistance from cross functional teams for the most complex situations
• Provides ongoing support and troubleshooting for installed technical solutions, ensures operational issues are addresses and resolved.
• Provides input to design decisions, contributing an understanding of how the technology performs to meet the unique local business requirements
• Participates in the testing of new technologies to be implemented in the environment, ensuring all scenarios have been tested in accordance with requirements.
• Maintains a deep understanding of local business processes that impact or are impacted by the mix of applications and technologies that deliver IPT and IP call center services.
• Actively engage with peer technical teams as appropriate to ensure a holistic approach to planning and problem solving when needed
• Help facilitate solutions meetings with business partners and technologies teams to build consensus and decisions without compromising delivery and/or service
• Be a highly motivated and active within multiple work streams and manage deliveries accordingly across multiple projects
• Ability to analyze problems, align solutions, and articulate those in a clear discernible manner
• Communicate with all levels of the organization for clear problem resolution

What You’ll Bring:
 

• Prior experience with maintenance, support and problem resolution for Verint QM, WFM, WFO, Speech, DPA infrastructure and associated applications