Workforce Optimization (WFO) Specialist

Workforce Optimization (WFO) Specialist Location: Gurugram Exp: 4+Yrs We are seeking an experienced Workforce Optimization (WFO) Specialist to join our global application support team. In this role, you will be responsible for end-to-end administration, deployment, maintenance, and L1 L3 technical support for Verint platforms across V11.x and V15.x environments. You will play a critical role in managing call recording architectures, executing server/database setups, handling high-priority incident resolutions within strict SLAs, and assisting with integrated communications platforms like Zoom Phone and Zoom Contact Center.
Key Responsibilities1. Platform Support & Maintenance

• Provide L1, L2, and L3 platform support for Verint V11.x and V15.x environments.
• Perform application version updates, security patches, and routine maintenance to maintain environment stability and prevent operational incidents.
• Execute Verint license activation and key management activities.

2. Deployment & Installation Projects

• Build, configure, and maintain Verint WFO V15.2 setups, including:
• Base Operating System (OS) installation and hardened configuration.
• Microsoft SQL Server deployment and database configuration.
• Verint Media, Archiving, and Core Component installations.
• Lead and support Verint Recorder installation projects, executing deployment activities, verification testing, and technical troubleshooting.

3. Incident Management & Troubleshooting

• Diagnose, troubleshoot, and resolve call recording issues, missing interactions, screen capture failures, and audio quality defects.
• Act as a technical escalation point for complex recording-related incidents.
• Maintain strict adherence to SLA targets for urgent and high-priority tickets through resolution.

4. Global Client Support & Telephony Integration

• Provide high-touch offshore technical support to global enterprise clients via phone calls and remote desktop sessions.
• Manage, track, and resolve customer tickets and service requests using enterprise ITSM tools (e.g., ServiceNow, Jira).
• Assist with troubleshooting and configuration activities related to Zoom Phone and Zoom Contact Center integrations.

Qualifications & RequirementsTechnical Skills:

• Verint Expertise: Deep hands-on experience with Verint WFO / WFM platforms, specifically V11.x and V15.x (v15.2 preferred).
• Recording Infrastructure: Strong working knowledge of Verint Media Recorders, TDM/VoIP recording architectures, SIP, CTI, and network packet capture/analysis.
• Systems Administration: Proficiency in Windows Server OS installation, configuration, and troubleshooting.
• Database Management: Knowledge of Microsoft SQL Server (installation, database connectivity, user administration, and basic query execution).
• Telephony Integrations: Direct experience supporting Zoom Phone and Zoom Contact Center integrations with recording platforms.

Soft Skills & Operational Background:

• SLA Management: Proven track record of managing and resolving P1/P2 critical tickets under strict SLAs.
• Client Communication: Strong verbal and written English communication skills for customer-facing technical support and remote collaboration.
• Problem-Solving: Strong analytical capability for isolating root causes across complex telephony, server, and application layers.

Preferred Experience

• Verint Certified Implementation or Support Engineer credentials.
• Familiarity with ITSM frameworks (ITIL Certification is a plus).
• Experience with cloud-hosted contact center solutions (CCaaS).