Sr. Infrastructure Contact Center Platforms Engineer (4579)

• Design, install, configure, and maintain Contact Center platforms, including:

Verint Workforce Management, Quality Management, Recording, Analytics, and Performance Management

Content Guru storm omnichannel routing and digital channel orchestration

• Administer applications across on-premise, cloud, and hybrid environments, ensuring high availability and security;
• Plan and execute platform upgrades, patches, and enhancements;
• Integrate platforms with:

Telephony infrastructure, SIP, and VoIP

Voice and digital channels

Identity and access management tools

Databases, reporting tools, and other enterprise applications

• Monitor platform performance, capacity, health, and data integrity. Diagnose and resolve complex issues;
• Oversee vendor performance, including SLA adherence and incident handling;
• Work with technical teams to evaluate technology trends and recommend platform improvements;
• Support disaster recovery planning and testing;
• Develop and maintain system documentation, standards, and operational procedures.
• Act as an escalation point for complex incidents;
• Provide mentoring and technical guidance to junior engineers.

• Bachelor’s degree in Information Systems, Computer Science, or a related field;
• Minimum of 5 years of hands-on experience with Contact Center platforms, including Verint and/or Content Guru;
• Experience planning upgrades, enhancements, and integrations;
• Background in translating operational needs into technical solutions;
• Technical leadership experience is preferred;
• Strong expertise with Verint solutions (WFM, QM, Recording, Analytics);
• Practical experience with Content Guru storm platform capabilities (omnichannel routing, digital channels);
• Solid understanding of Contact Center operations and telephony technologies, including SIP and VoIP;
• Experience supporting enterprise applications in high-availability environments;
• Strong analytical and problem-solving skills;
• Ability to collaborate with both technical and non-technical teams;
• Familiarity with service management processes for incidents, problems, and changes;
• Ability to maintain organized, clear documentation.

Preferred Certifications:

• Verint certifications;
• Content Guru storm certifications;
• ITIL Foundation.

Hiring model:

• PJ.

Form of action:

• 100% Remote

Somos uma empresa de consultoria em TI com mais de 10 anos no mercado e contamos com um time de especialistas em recrutamento tech. Nosso processo é 100% focado na experiência de quem tanto importa, o candidato.

Optamos por fazer a diferença e temos orgulho em dizer que todos que passam pela Confidencial (Apenas para Cadastrados) se sentem especiais. Possuímos um ambiente descontraído, colaborativo, e adotamos o ágil de verdade.

Faça parte da nossa história, #vemprakeep 💙🚀