Techinical Lead

**Position Overview**:
**Key Responsibilities**:

- Provide expert-level support for Verint or WFO systems deployed within an Avaya environment.
- Troubleshoot and resolve complex technical issues related to voice systems, including call recording, quality monitoring, and workforce management.
- Collaborate with internal teams and external vendors to address system integrations, upgrades, and enhancements.
- Conduct proactive monitoring and performance tuning to maintain system stability and efficiency.
- Participate in the planning, implementation, and testing of system upgrades and migrations.
- Document technical procedures, configurations, and troubleshooting steps for knowledge sharing and training purposes.

**Qualifications**:

- Bachelor’s degree in Computer Science, Information Technology, or related field.
- Minimum 4 years of experience working with Verint or WFO systems in an Avaya environment.
- Proficiency in Avaya Aura Communication Manager and Avaya Application Enablement Services.
- Strong understanding of SIP, VoIP, and telephony protocols.
- Experience with SQL databases and SQL query language.
- Excellent analytical and problem-solving skills.
- Strong communication and interpersonal abilities.

**Preferred Qualifications**:

- Avaya certifications (e.g., ACSS, ACIS) or Verint certifications.
- Experience working in a banking or financial services environment.
- Knowledge of regulatory compliance requirements related to call recording and voice systems (e.g., PCI DSS, GDPR).