Senior Voice Recording Engineer

Our Values The Kerv approach is consultative, advisory, experienced, and rooted in data engineering. We strive to help clients gain complete clarity of their data and to exceed client expectations. Our proven management and sales methodology ensure we differentiate ourselves from our competitors, focusing purely on our client's requirements and delivering the highest standards of service possible. With more than 30 years of industry experience, we are committed to upholding the highest ethical and professional standards to our partners and clients alike.

Overview of Job Function The Engineering team seeks an experienced engineer to add to our client’s high-performance team. This position is responsible for the maintenance, development, and configuration of the bank's voice recording (Verint Workforce Management V.15) platform, hosted within the bank’s environment. The position will work as instructed by the client and directly interface with internal support teams/service managers/project managers.

Principal Duties and Essential Responsibilities:

• Act as the primary, dedicated technology interface to the customer owning the technical responsibility for architecture, analysis, design, development, and implementation of components and framework of data migration components.
• Provide Level 3 Support across Incident, Change and Problem management for the Verint Workforce Management platform (V.15).
• Act as regional SME/Escalation point for Support operations, working as instructed whilst reporting into the client’s regional lead.
• Approve system requirements, estimation, functional specifications, testing strategy and other activities to ensure architectural alignment.
• Provide assistance and advanced troubleshooting, diagnosis, resolutions of service-related faults and application of recommended product fixes where appropriate on the Verint Workforce Management platform.
• Capture and analyze V.15 System logs and alarms, provide training & development for Level 1 & 2 engineers across Incident and Change management.
• Set high-level design objectives, and review and critique software designs proposed by developers.
• Ensure the quality, completeness and best practices of project deliverables.
• Drive success through working collaboratively with engineering development, test, marketing and other cross-functional stakeholders.
• If required, help in the production of method statements, scope of works or similar planning around change control.
• Lead Patch Management Activities Outside of working hours (Overtime applies).

Minimum Requirements:

• 5+ years’ experience in the field of software engineering on Voice Recording products ranging from 8.9, NIM, NTR, Fusion/Compass, Verint Recording, Verba Recording, Redbox.
• Level 3 Support knowledge within the Verint Workforce Management platform (V.15).
• Experience with Microsoft SQL Server, MySQL & Java.
• Proven understanding of experience in elements of Software Development & Test.
• Proven product delivery knowledge from requirements analysis through quality assurance and support.
• Excellent oral and written communication skills, with effective presentation experience.
• Possess strong interpersonal skills coupled with a can-do attitude.
• Possess a proven ability to work independently.
• Demonstrating high levels of Technical Architect skills in order to support the client with determining the right solution for their environment.
• Detail-oriented and highly organized person, ability to juggle multiple priorities and parallel projects.
• Successful completion of Kerv background screening process including, but not limited to, employment verifications, criminal search.

Preferred Requirements:

• Knowledge and experience of creating Technical Designs into Financial Institutions.
• Experience with MySQL, MSSQL.
• ITILv4 Accreditation.
• Azure Accreditation.

As an equal opportunity employer, Kerv prides itself in providing employees with a work environment in which all individuals are treated with respect and dignity. This means we are committed to providing equal opportunity to all qualified employees and applicants for employment without regard to one’s race, colour, religion, national origin, age, gender, disability, alienage or citizenship status, marital status, creed, genetic predisposition or carrier status, sexual orientation, Veteran status or any other classification protected by applicable federal, state or local laws. This policy applies to all terms and conditions of employment including but not limited to hiring, placement, promotion, compensation, training, leave of absence or termination.