Please note: The successful candidate will have to work US East Coast hours. 

Overview of Job Function

The Engineering team is seeking an experienced and highly reliable engineer to join a high-performance environment supporting business-critical voice recording platforms.

This role is responsible for the maintenance, configuration, and continuous operation of voice recording systems (including Verint Workforce Management V15.2), ensuring compliance with internal standards and external regulatory obligations within a regulated financial services environment.

The successful candidate will operate within a live, high-pressure environment, supporting systems hosted within complex enterprise infrastructures across trading floor, contact centre, telephony, mobile, and collaboration platforms.

The position requires close collaboration with internal support teams, service managers, project managers, and client stakeholders, with the ability to work to defined operational standards and instructions while maintaining a high level of ownership and accountability.

This role requires an individual who can operate independently, communicate effectively under pressure, and take ownership of incidents through to resolution, while collaborating closely with internal teams and stakeholders.

Key Expectations

• 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 

Technical & Operational Support

• 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

Incident & Live Environment Management

• 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

Process Adherence

• 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

Ownership & Accountability

• 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

Collaboration & Stakeholder Engagement

• Work closely with:

• Regional Engineers
• IT Service Owners
• Senior stakeholders
• External vendors

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

Technical Environment

Experience with:

• Verint Workforce Optimization (V15.2)
• NICE NIM
• Cisco Call Manager
• BT Open Trade platform
• Speakerbus