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Trigent Software Private Limited

Workforce Optimization (WFO) Specialist

Mini Sectt., Gurgaon, Haryana, India

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hirly's read of this role

Seniority
Mid level
Country
IN
Work mode
On-site / unstated
First seen by hirly
25 Sept 2026

Derived automatically from the posting. Upload your resume above to see how the role scores against it.

the posting

  • 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).
Original posting on Trigent Software Private Limited's site ↗

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