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Key Responsibilities • Administer, configure, monitor, and maintain the Verba / Verint call recording platform. • Troubleshoot complex call recording issues related to SIP, RTP, RTCP, recorder services, replay, storage, archiving, and retention. • Support integrations with SBCs, Cisco CUCM, Microsoft Teams, and other enterprise voice platforms. • Ensure recorded sessions are captured, stored, retained, and retrievable in line with compliance and regulatory requirements. • Perform daily health checks, proactive monitoring, capacity checks, and availability reviews for recording infrastructure. • Drive incident resolution, root cause analysis, problem management, and service restoration for high-priority Verba issues. • Plan and execute upgrades, patching, configuration changes, migrations, and platform enhancements with minimal business impact. • Support audit requests, evidentiary retrieval, compliance validation, and retention-related reporting. • Create and maintain operational runbooks, troubleshooting guides, knowledge articles, and configuration documentation. • Collaborate with L1/L2 support, voice engineering, compliance, security, storage, network, and application teams. • Automate repetitive operational activities such as log collection, service health checks, and reporting using scripts where applicable. • Ensure adherence to ITIL processes including incident, problem, change, request, and configuration management.
Key Responsibilities • Administer, configure, monitor, and maintain the Verba / Verint call recording platform. • Troubleshoot complex call recording issues related to SIP, RTP, RTCP, recorder services, replay, storage, archiving, and retention. • Support integrations with SBCs, Cisco CUCM, Microsoft Teams, and other enterprise voice platforms. • Ensure recorded sessions are captured, stored, retained, and retrievable in line with compliance and regulatory requirements. • Perform daily health checks, proactive monitoring, capacity checks, and availability reviews for recording infrastructure. • Drive incident resolution, root cause analysis, problem management, and service restoration for high-priority Verba issues. • Plan and execute upgrades, patching, configuration changes, migrations, and platform enhancements with minimal business impact. • Support audit requests, evidentiary retrieval, compliance validation, and retention-related reporting. • Create and maintain operational runbooks, troubleshooting guides, knowledge articles, and configuration documentation. • Collaborate with L1/L2 support, voice engineering, compliance, security, storage, network, and application teams. • Automate repetitive operational activities such as log collection, service health checks, and reporting using scripts where applicable. • Ensure adherence to ITIL processes including incident, problem, change, request, and configuration management.
Required Skills and Experience • Hands-on experience in Verba / Verint call recording administration and support. • Strong understanding of VoIP concepts including SIP, RTP, RTCP, codecs, call flows, packet capture, and media troubleshooting. • Experience with call recording integrations involving SBCs, Cisco CUCM, Microsoft Teams, or similar enterprise voice platforms. • Knowledge of compliance recording, retention policies, archiving, replay, search, and retrieval processes. • Experience in monitoring, troubleshooting, and resolving production incidents in enterprise environments. • Good understanding of Windows / Linux server administration, databases, storage, certificates, DNS, and network fundamentals. • Ability to perform log analysis, packet analysis, and root cause analysis for complex voice recording issues. • Working knowledge of ITIL processes and enterprise change management practices. • Scripting exposure in PowerShell, Python, or Bash for automation and operational support. • Strong documentation, communication, analytical, and stakeholder management skills.
Experience supporting call recording platforms in BFSI, banking, trading, or other compliance-driven environments. • Exposure to Microsoft Teams voice, Direct Routing, Teams Admin Center, and Teams call recording integrations. • Experience with SBC platforms such as Oracle, AudioCodes, Ribbon, or similar technologies. • Familiarity with monitoring and observability tools such as Splunk, Elastic, Azure Monitor, SCOM, or equivalent tools. • Relevant certifications in Verint / Verba, Microsoft Teams Voice, Cisco Collaboration, SBC, ITIL, or cloud technologies. Key Competencies • Strong troubleshooting and problem-solving mindset. • Ability to work under pressure during production incidents. • Ownership-driven approach with focus on service stability and compliance. • Good collaboration skills across technology, operations, compliance, and business teams. • Continuous improvement mindset with focus on automation, documentation, and operational excellence.
