Solutions Architect / Senior Technical Consultant Member of the Verint CCaaS / SaaS team responsible for providing professional services in supporting, analyzing, planning, designing, and deploying complex upgrades, features and/or changes to the platform to meet the needs of internal and external customers. • Implement and integrate the recording solutions into Cisco, Avaya and CC360, which is a fully cloud solution powered by THRIO.• Accountable for Deployment, Enablement, Configuration, Management, and Support of IT Global Verint Infrastructure.• Design and Deployment Planning for OS/SQL upgrades, Verint patching / upgrades and New Environments. • Ticket\Request management and resolution, to include: adherence to SLA’s, vendor management for escalated issues, root cause analysis and collaboration with other teams to facilitate resolutions both internally and externally. • Reporting internally and to vendor on product usage for billing purposes.• Training customers and end users on basic functionalities.• Monitoring all Verint System devices and services through daily checklists and automated protective detection software.• Maintain all documentation related to Verint MOP’s, Troubleshooting Guides, MAC Forms, New Client Launches and Entire Telus / Verint environment.• Responsible for self-continued education and knowledge improvement.• Responsible and/or provide support in Global Security Audits as required (PEN Testing).• Demonstrate leadership, problem-solving and analytical skills.• Demonstrate excellent verbal and written communication skills.• Provide mentorship for junior team members.• Strong time management skills; can handle multiple projects and commitments.

Specialist in Systems Integration and Implementation – Verint Actionable Intelligence Software Suite (V11.1 through V15.2 Certified to include Desktop Process Analytics DPA and WFM).• Troubleshot/analyzed problems, and developed and implemented productive corrective actions.• Coordinated and communicated with customers, internal teams and C level managers to promote team atmosphere and accomplish deadlines within budget.• Specialized in large scale projects involving multi-platform, multi-site system implementation, integration, product setup and testing projects.• Adept training skills with customer and end users for application training, client support and knowledge transfer processes