Workforce Engagement Management Platform Engineer
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- Drive technical readiness, historical data mapping, and coordination for WEM migrations from legacy systems
- Coordinate WEM release readiness and facilitate software deployments with internal release engineering teams and vendors
- Configure advanced platform features in lab environments and perform validation and testing before UAT/GA promotions
- Configure custom adapters, including Twilio, Workday, and telephony APIs
- Execute historical data imports in staging environments
- Build and manage database mappings
- Establish automated daily extracts and audit reports to maintain data quality
- Design, write, and execute UAT and QA protocols
- Identify, log, and remediate software defects before production releases
- Represent the technical WEM operations team in vendor syncs, pilot programs, and stakeholder reviews
- Conduct internal knowledge-sharing sessions
- Author, publish, and maintain technical runbooks and standard operating procedures
Requirements
- Bachelor’s degree in Computer Science, Information Systems, or a related technical field (or equivalent work experience)
- 3–5 years of hands-on experience as a Systems Analyst, Technical Support Engineer, or Test Analyst in a Contact Center environment (CCaaS/UCaaS)
- Proven track record supporting or coordinating WEM platform migrations
- Deep technical knowledge of Verint Cloud Services (VCS) and Desktop Messaging
- Verint “Badging” preferred
- Strong understanding of database structures, API integrations (e.g., Twilio, Workday), and data mapping protocols
- Background in structured software testing, test case development, and UAT execution
- Ability to troubleshoot complex technical incidents, coordinate with vendor support, and contribute to root-cause analyses
Core Competencies
Demonstrates expertise in WEM platform migrations, database mapping, and API integrations, with a strong focus on software testing and quality assurance. Capable of coordinating technical readiness and facilitating deployments while maintaining data quality and operational standards.
Highest-signal resume keywords
- WEM Platform Migrations
- Verint Cloud Services (VCS)
- API Integrations
- UAT Execution
- Database Mapping
Hard Skills
- Data Mapping
- Software Testing
- Test Case Development
- UAT Protocols
- Historical Data Imports
- Defect Remediation
- Automated Data Extracts
- Validation and Testing
- Configuration of Custom Adapters
- Technical Runbooks
Soft Skills
- Coordination
- Troubleshooting
- Knowledge Sharing
- Communication
Certifications & Qualifications
- Verint Badging
Industry Keywords
- Contact Center
- CCaaS
- UCaaS
- Data Quality
- Vendor Coordination
Tools & Technologies
- Twilio
- Workday
- Telephony APIs
- Release Engineering Tools
- Staging Environments
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