Corporate Vice President, Senior Verint Engineer

Location Designation:Hybrid - 3 days per quarter

As part of Technology, you'll have the opportunity to contribute to groundbreaking initiatives that shape New York Life's digital landscape. Leverage cutting-edge technologies like Generative AI to increase productivity, streamline processes, and create seamless experiences for clients, agents, and employees. Your expertise fuels innovation, agility, and growth - driving the company's success.

Role Overview:

The Telephony Verint Engineer will provide support across all telephony infrastructure and applications. This position is responsible for delivering on support, strategies and designing solutions that will align the use of Verint telephony services and technologies to the published telephony roadmap. Solution Design, Delivery and Support turning business needs into technology solutions. It encompasses many of the functions, such as project management, gathering business requirements, design, development, implementing into production, and support and maintenance.

What You'll Do:

• Manages local workload centered around Verint systems, incident, change and problem management
• Provides timely status updates based on agreed to notification process on status of all ongoing initiatives.
• Business advocate to ensure all changes are implemented based on unique business requirements and that all problems are resolved within the agreed upon SLA.
• Supports business customers in the implementation, maintenance and support of all elements of the infrastructure.
• Works independently and leads problem determination efforts requiring assistance from cross functional teams for the most complex situations.
• Provides ongoing support and troubleshooting for installed technical solutions, ensures operational issues are addresses and resolved.
• Provides input to design decisions, contributing an understanding of how the technology performs to meet the unique local business requirements.
• Participates in the testing of new technologies to be implemented in the environment, ensuring all scenarios have been tested in accordance with requirements.
• Maintains a deep understanding of local business processes that impact or are impacted by the mix of applications and technologies that deliver IPT and IP call center services.
• Actively engage with peer technical teams as appropriate to ensure a holistic approach to planning and problem solving when needed
• Help facilitate solutions meetings with business partners and technologies teams to build consensus and decisions without compromising delivery and/or service
• Be a highly motivated and active within multiple work streams and manage deliveries accordingly across multiple projects
• Ability to analyze problems, align solutions, and articulate those in a clear discernible manner
• Communicate with all levels of the organization for clear problem resolution

What You'll Bring:

• Prior experience with architecture, maintenance, support and problem resolution for Verint QM, WFM, WFO, Speech, DPA infrastructure and associated applications
  Outbound Dialer experience a plus

• Experience with Amazon AWS-Connect a plus
• Understanding of telephony related systems including: IVR, Finesse, MRA, call recording, work force management, voice recognition, call detail reporting, call center management and reporting systems, CTI, etc.
• Ability to engage/interact with managed services partner
• Agile
• Must have knowledge of industry best practices, trends and benchmarking regarding processes, services and solutions and make recommendations to management to continually improve.
• Understanding of the need for governance, risk, security, and compliance
• Education: BS degree in Computer Science or Business or Minimum 10 years + of expanding hands-on experience with Verint, IP telephony and call center technology.
• Experience with large telephony migrations, implementations, etc
• Understanding of Operating Systems, storage, network, and hardware
• Understanding of Software Development Lifecycle Methodologies & experience using software containers
• In depth knowledge of application development including application servers, middleware, systems management, monitoring, configuration management
• Self-motivated and able to work across diverse technical and non-technical teams

Pay Transparency

Salary Range:$130,000 - $160,000

Overtime eligible:Exempt

Discretionary bonus eligible:Yes

Sales bonus eligible:No

Actual base salary will be determined based on several factors but not limited to individual's experience, skills, qualifications, and job location. Additionally, employees are eligible for an annual discretionary bonus. In addition to base salary, employees may also be eligible to participate in an incentive program.

Our Benefits

We provide a full package of benefits for employees - and have unique offerings for a modern workforce, including leave programs, adoption assistance, and student loan repayment programs. Based on feedback from our employees, we continue to refine and add benefits to our offering, so that you can flourish both inside and outside of work. Click here to discover more about our comprehensive benefit options or visit our NYL Benefits Site.

Our Diversity Promise

We believe in a diverse workforce because it is our mission to advocate for the financial security and success of people in every community. This is why diversity, equity, and inclusion (DEI) are guiding principles that are embedded in our brand and our culture. Click here to learn more about how we have been recognized for our leadership.

Recognized as one of Fortune's World's Most Admired Companies, New York Life is committed to improving local communities through a culture of employee giving and volunteerism, supported by theFoundation.We're proud that due to our mutuality, we operate in the best interests of our policy owners. To learn more about career opportunities at New York Life, please visit the Careers page of www.NewYorkLife.com.

Job Requisition ID:91652