• 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.