Verint Support Engineer
Please note: The successful candidate will have to work US East Coast hours.
Overview of Job Function
The 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 Expectations
Operate across L1, L2, and L3 activities, depending on business need
Work effectively in live incident environments, maintaining focus and clear communication
Follow strict processes and runbooks, while applying sound judgement where required
Take ownership of tasks from start to finish without the need for constant direction
Demonstrate professional conduct and structured communication at all times
Adapt to shifting priorities in a fast-paced operational environment
Technical & Operational Support
Provide end-to-end support across L1–L3 activities, including Incident, Change, and Problem Management
Maintain and support Verint Workforce Optimization (V15.2) and associated voice recording platforms
Perform system monitoring, triage, and resolution of incidents within defined SLAs
Execute patching, upgrades, and maintenance activities, including out-of-hours support where required
Capture and analyse system logs, alarms, and performance data to identify and resolve issues
Incident & Live Environment Management
Actively participate in live incident and outage calls, maintaining:
Clear, structured communication
Focus on the issue at hand
Alignment with incident management protocols
Follow escalation procedures correctly, including:
Engaging appropriate stakeholders
Avoiding unnecessary or inappropriate escalation
Demonstrate the ability to operate calmly and effectively under pressure
Process Adherence
Follow all documented runbooks and procedures without deviation
Ensure no unauthorised changes are made to systems or processes
Proactively challenge or escalate unclear instructions
Contribute to the creation, maintenance, and continuous improvement of runbooks
Ownership & Accountability
Take full ownership of assigned tasks, ensuring:
Timely completion
Proactive updates to stakeholders
Demonstrate accountability for both technical delivery and administrative responsibilities
Maintain high attention to detail, minimising rework and execution errors
Collaboration & Stakeholder Engagement
Work closely with:
Regional Engineers
IT Service Owners
Senior stakeholders
External vendors
Communicate clearly and professionally in all interactions
Build trusted working relationships in high-pressure environments
Technical Environment
Experience with:
Verint Workforce Optimization (V15.2)
NICE NIM
Cisco Call Manager
BT Open Trade platform
Speakerbus
You will live the Kerv values…
Think Customer First
Team is everything
Spread good vibes
Build future
Do the right thing
At 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.