Senior Analyst Verint Application

What Application Development & Maintenance Contributes To Cardinal Health

Information Technology oversees the effective development, delivery, and operation of computing and information services. This function anticipates, plans, and delivers Information Technology solutions and strategies that enable operations and drive business value.

Application Development & Maintenance performs configuration or coding to develop, enhance and sustain the organizations software systems in a cross-functional team environment through adherence to established design control processes and good engineering practices. This job family programs and configures end user applications, systems, databases and websites to achieve the organizations internal needs and externally-facing business needs. Application Development & Maintenance partners with business leaders, investigates user needs and conducts regular assessments, maintenance and enhancements of existing applications.

Key Responsibilities

• Act as the Tier 2/3 technical support for all Verint system issues, escalating to vendor support when necessary, and managing the resolution process
• Contact Center Focus: Expertly configure and maintain WFM modules for forecasting, scheduling, realtime adherence, and intraday management, ensuring tight integration with the Automatic Call Distribution (ACD) or omnichannel platform.
• Troubleshoot data discrepancies, system errors, and performance issues related to timekeeping, scheduling, and reporting.
• Manage and test system upgrades, patches, and version upgrades, ensuring minimal disruption to 24/7 contact center operations and back-office task flow.
• Design, build, and support the critical interfaces between the Verint system and various source systems: Genesys, SAP etc
  
  

• 2 or more years in a role supporting Verint Application.
• Familiarity with networking concepts and troubleshooting preferred
• Experience with Genesys Phone and WFM integration preferred
• Basic knowledge of Server Maintenance and Accessibility
• Has experienced / understanding of SQL and Database structure
• Familiarity with contact center or operational metrics (e.g. Service Level, AHT, Occupancy, Shrinkage) if applicable.
• Strong English communication, problem solving and analytical skills
  
  

• Troubleshooting experience in Verint application and other integration platform such as Genesys contact center environment.
• Knowledgeable in Telephony terminology and components such as VoIP, SIP, etc.
• Workforce Management System Terminology
  
  

• Applies working knowledge in the application of concepts, principles and technical capabilities to perform varied tasks
• Works on projects of moderate scope and complexity
• Identifies possible solutions to a variety of technical problems and takes action to resolve
• Applies judgment within defined parameters
• Receives general guidance and may receive more detailed instruction on new projects
• Work reviewed for sound reasoning and accuracy