Verint Call Recording Resource.

Job Description Summary

Required experience:

• Verint
• NICE
• Call Recording
• Telephony

Occasional on call responsibilities are required.

JOB DESCRIPTION

• Leads and participates in the application upgrades, maintenance, support and modernization of systems and software to ensure stability and compliance to technology standards.

• Performs maintenance, including installation of patches and upgrades. Coordinates with delivery teams to ensure changes are implemented in order to maintain a stable production environment.

• Incident detection, resolution and/or escalation. Assists in to Analyze and identify root cause of incidents. Gathers information and reports out on design, reliability, maintenance problems and bugs.

• Educates and coaches more junior staff to ensures in depth knowledge of supported systems and applications.

• Leads application governance, such as required attestations, continuity testing, impact analysis, responding to audit/regulatory inquiries and complying with technology standards.

PNC Employees take pride in our reputation and to continue building upon that we expect our employees to be:

• CUSTOMER FOCUSED – Knowledgeable of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and able to leverage that information in creating customized customer solutions.

• MANAGING RISK – Assessing and effectively managing all of the risks associated with their business objectives and activities to ensure they adhere to and support PNC’s Enterprise Risk Management Framework.

COMPETENCIES

Analytical Thinking – Knowledge of techniques and tools that promote effective analysis and the ability to determine the root cause of organizational problems and create alternative solutions that resolve the problems in the best interest of the business.

Application Maintenance – Knowledge of and ability to define, implement changes to, and support a production application.

Application Programming Interfaces (API’s) – Knowledge and ability to write, test, and debug application programming interfaces (APIs).

Decision Making and Critical Thinking – Understanding of the issues related to the decision-making process; ability to analyze situations fully and accurately, and reach productive decisions.

IT Environment – Knowledge of an organization’s IT purposes, activities and standards; ability to create an effective IT environment for business operations.

IT Incident Management – Knowledge of and ability to investigate, troubleshoot, resolve and prevent the recurrence of incidents that interfere with the normal delivery of IT services.

IT Service Management (ITSM) – Knowledge of and the ability to utilize a variety of management skill sets and technical tools to ensure quality and high standards in IT services.

IT Standards, Procedures & Policies – Knowledge of and the ability to utilize a variety of administrative skill sets and technical knowledge to manage organizational IT policies, standards, and procedures.

Packaged Application Integration – Knowledge of and the ability to implement packaged application software and integrate it with company applications, databases and technology platforms.

Problem Management – Knowledge of the processes involved in problem control, error control and the production of management information; the ability to identify the root cause of problems in a timely and accurate manner and bring them to a successful resolution.

Requirements Analysis – Knowledge of methods and techniques to elicit, analyze and record required business functionality and non-functionality requirements; ability to analyze these requirements to ensure the success of a system or software development project.

Software Reliability Management – Knowledge of, and ability to develop and use, principles, methodologies and metrics that increase software product performance and reliability.

System Development Life Cycle – Knowledge of project management techniques and the ability to plan, design, develop, test, implement and maintain system development life cycle segments and phases.

Technical Troubleshooting – Knowledge of technical troubleshooting approaches, tools and techniques, and the ability to anticipate, recognize, and resolve technical (hardware, software, application or operational) problems.

At Techstra Solutions, we help top companies and brands achieve the business value of Digital and Talent Transformation. We believe there are three components in successful business transformation: Business Strategy, Technology and Talent. It is the coming together of these three disciplines that enables companies to take full advantage of opportunities. It differentiates us. Our approach is holistic and all-encompassing. We consider the full picture as we guide our clients on this journey.

We are experts in transformation, business strategy, technology, innovation, and human capital management. We deliver our expertise through client consulting, innovative staffing solutions and software development. From strategy through implementation, we are dedicated to bringing our clients world-class business and talent solutions that fit strategic requirements and most importantly, deliver results.

Equal Employment Opportunity Statement

Techstra Solutions is an equal opportunity employer. The Company makes its decisions on merit, and its policy of equal opportunity prohibits discrimination in all phases of the employment process, including, but not limited to, recruitment, hiring, promotion, selection, transfer, demotion, layoff, termination, compensation, benefits, and other terms and conditions of employment. The policy of equal opportunity applies without regard to race, color, creed, religion, gender,, sexual orientation, gender identification, pregnancy, marital status, national origin, ancestry, age, disability that can reasonably be accommodated without undue hardship, military status, veteran status, genetic predisposition or carrier status, alienage or citizenship, domestic partnership status, arrest or conviction record, status as a victim of domestic violence, or any other protected categories under federal, state, or local law. The Company also prohibits discrimination or harassment based upon the perception that a person has, or is associated with a person who has, any of these characteristics.

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