Verint Support Engineer

• Operate across L1, L2, and L3 activities, depending on business need
• Work effectively in live incident environments, maintaining focus and clear communication
• Follow strict processes and runbooks, while applying sound judgement where required
• Take ownership of tasks from start to finish without the need for constant direction
• Demonstrate professional conduct and structured communication at all times
• Adapt to shifting priorities in a fast-paced operational environment

• Provide end-to-end support across L1–L3 activities, including Incident, Change, and Problem Management
• Maintain and support Verint Workforce Optimization (V15.2) and associated voice recording platforms
• Perform system monitoring, triage, and resolution of incidents within defined SLAs
• Execute patching, upgrades, and maintenance activities, including out-of-hours support where required
• Capture and analyse system logs, alarms, and performance data to identify and resolve issues

• Actively participate in live incident and outage calls, maintaining:
• Clear, structured communication
• Focus on the issue at hand
• Alignment with incident management protocols
• Follow escalation procedures correctly, including:
• Engaging appropriate stakeholders
• Avoiding unnecessary or inappropriate escalation
• Demonstrate the ability to operate calmly and effectively under pressure

• Follow all documented runbooks and procedures without deviation
• Ensure no unauthorised changes are made to systems or processes
• Proactively challenge or escalate unclear instructions
• Contribute to the creation, maintenance, and continuous improvement of runbooks

• Take full ownership of assigned tasks, ensuring:
• Timely completion
• Proactive updates to stakeholders
• Demonstrate accountability for both technical delivery and administrative responsibilities
• Maintain high attention to detail, minimising rework and execution errors

• Work closely with:
• Regional Engineers

• Senior stakeholders
• External vendors
• Communicate clearly and professionally in all interactions
• Build trusted working relationships in high-pressure environments

• NICE NIM

• BT Open Trade platform
• Speakerbus

You will live the Kerv values…

• Team is everything
• Spread good vibes
• Build future
• Do the right thing

At Kerv, we’re building something special and we’re building it to last.

We want everybody to feel valued, included and love working together.

With an uncompromising pursuit of amazing employee experience, we always strive to do the right thing.

We believe and will relentlessly promote and support the power of diversity, equality and belonging, through collaboration and creating exceptional solutions together.