WFO Technical Support Engineer (Verint / NICE / Calabrio)

Key Deliverables

• Provide expert troubleshooting and resolution for complex VOIP issues in enterprise-level environments
• Mentor and train CSC engineers on advanced troubleshooting and root cause analysis
• Develop and maintain knowledgebase articles, training sessions, and best practice guidelines
• Lead and manage customer satisfaction levels and maintain positive relationships

Role Responsibilities

• Assist with the installation of upgrades, patches, and recovery from backups
• Analyze network-level voice issues and provide packet capture analysis
• Advise on escalations to manufacturers and ensure resolution
• Collaborate to develop and perform internal 'HowTo' training for engineers