Contact Center System Architect

2 weeks ago


Deerfield Beach, Florida, United States Certec Consulting, Inc. Full time
Company Overview
Certec Consulting, Inc. provides expert services in contact center and customer experience management, helping organizations optimize their operations and improve customer satisfaction.

Job Summary:
We are seeking a highly skilled Verint Platform Expert to lead the assessment, optimization, and implementation of best practices for our Verint cloud solution.

Responsibilities:
Conduct a comprehensive assessment of our Verint cloud solution usage and provide strategic recommendations for improvement.
Develop and implement best practices for platform configuration, including naming conventions, call tags, and system workflows.
Define, standardize, and enforce data retention requirements to ensure compliance and mitigate risk.

Requirements:
Extensive hands-on experience with Verint cloud solutions, including implementation, optimization, and best practices.
Strong expertise in Verint's workforce engagement, call recording, analytics, and compliance features.
Proven experience configuring and optimizing IVR systems, including call routing, self-service options, speech recognition, and reporting.
Experience integrating Verint solutions with IVR platforms, ACD (Automatic Call Distribution), and CRM systems.

Benefits:
This role requires deep expertise in Verint's capabilities, with a strong focus on improving system utilization, retention policies, compliance, and operational efficiency.
The ideal candidate will develop and enforce standards such as naming conventions, call tagging strategies, and system workflows, ensuring the platform is fully leveraged to support business objectives while minimizing risk.

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