- Lead administration, configuration, and optimization of the Verba call recording platform.
The Taleo ID IS-25000P6D
PFB the JD
Key Responsibilities
Primary - Verba Call Recording (Core Skill)
- Troubleshoot complex Verba issues involving:
- compliance & retention policies
- storage, archiving, and replay
- recorder integrations with SBCs/CUCM/Teams
- Drive upgrades, migrations, and patch deployments with minimal downtime.
- Maintain system compliance and support audit/regulatory requirements.
- Perform deep‑dive analysis and RCA for high‑severity Verba incidents.
Secondary - Microsoft Teams (Voice & Compliance)
- Support Teams call recording integrations and basic voice troubleshooting.
- Assist with Direct Routing, call flows, and policy configuration as related to recording.
- Coordinate with Teams engineering teams to ensure recording stability.
- Handle incident escalations when recording involves Teams endpoints.
- Build scripts (PowerShell/Python/Bash) to automate:
Scripting & Automation
routine operational activities
Improve reliability and reduce manual effort through automation tools.
L3 Operational Leadership
- Serve as the top escalation point for Verba and related recording issues.
- Collaborate closely with L1/L2 teams and provide technical guidance.
- Ensure SLAs, change management, and service continuity standards are met.
- Document processes, troubleshooting guides, and operational runbooks.
