Metrics & Reporting Specialist - Cloud Support (Verint Expert)

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Job Title: Metrics & Reporting Specialist (Verint Expert)

Location: Manila

 

Join Us!

Our vision is to create a dynamic group of forecasters that will help support the Workforce Management  team in their capacity planning efforts and create analyses and insights to stakeholders.

 

Role Overview:

As the Verint Expert, you will be responsible for the setup, design, configuration, implementation, and utilization of Verint across the Global Command Center, Workforce Management teams, and suppliers. The role would require domain knowledge, experience, and specialization with Verint software solutions to enable best practice sharing and process standardization across the enterprise. The role will be the point of contact between the Global Command Center, Workforce Management Teams and Suppliers for any issues and concerns related to Verint.

Business Value:  Fully optimize Verint functionality that will result in substantial operational efficiencies.

 

Position Responsibilities:

 

• Deliver effective solutions that will help the organization improve customer engagement, optimize workforce performance, and drive efficiency 
• Configure current Verint solution, including the integration with other proprietary systems and tools, to meet specific business requirements
• Customize Verint software through scripting, API integrations, and custom development. This may involve creating custom reports, data visualization dashboards, workflows, or integrations with third-party systems.
• Provide training and support to end-users, administrators, and other stakeholders on how to use Verint software effectively. This includes developing training materials, conducting workshops, and providing ongoing support and troubleshooting assistance.

 

Required Skills:

• Minimum 5 years’ experience in Verint Software for Workforce Management (Verint, Verint Strategic Planner, Setup, Design, Configurations, Reporting etc.)
• Minimum 2 years’ hands-on experience in Verint implementation and change management, from requirements gathering, solution design, resource planning, and stakeholder communication. 
• Deep mastery of Verint's suite of software products, including its capabilities, features, and use cases  
• Strong technical skills in database management, system administration, network configuration, and software troubleshooting. 
• Proficient in data analysis and interpretation and able to derive actionable insights from large volumes of structured and unstructured data.
• Deep knowledge of the industries where Verint solutions are commonly deployed, such as contact centers, financial services, government, healthcare, and retail.
• Strong communication skills to interact with stakeholders, present solutions, and collaborate with cross-functional teams effectively.
• Strong organizational skills and the ability to prioritize workload, meet deadlines and perform multiple tasks effectively 

• Self-starter and capable of working independently. 
• Ability to work in cyclical or weekend shifts as needed to support major events or stakeholder priorities.

 

Required Certification(s):

• N/A

IMPORTANT: This job posting is for Employee Referral purposes only. If you wish to explore internal opportunities within GOC, please head over to our Internal Job Posting site.

If you have referrals for this position, please choose +Add a Referral from your Greenhouse dashboard. Alternatively, you can use this instruction guide.

Thank you for visiting our referral job board and for participating in GOC Join!