Cloud & Containerization
- AWS — essential
- EC2 instance management, S3 storage, IAM roles and policies, VPC networking
- Lambda for serverless automation (provisioning scripts, event triggers)
- Experience deploying and operating production-like workloads on AWS
- Kubernetes (K8s) — essential
- Deploying and managing containerized services — pods, deployments, services, ingress
- Health monitoring, log inspection, and rolling update management
- SSL/TLS & DNS — strong working knowledge of certificate lifecycle management and DNS configuration
Scripting & Automation
- Python 3.x — essential
- REST API clients using requests; JSON and CSV processing
- Multi-threaded execution for data generation workloads
- Selenium / selenium-wire for browser automation
- Date/time handling, flat-file generation, SQLite3 interaction
- PowerShell 5.1+ — essential
- Orchestration scripts, parameter handling, pipeline chaining
- File system management, log rotation, invoking external tools
- Windows Task Scheduler automation
- Bash / Shell scripting — environment provisioning, deployment automation, log management
- T-SQL / SQL Server — working proficiency
- SELECT with JOINs against operational databases; stored functions; sqlcmd execution
- JavaScript — custom logic within conversational AI flow nodes (conditional routing, API calls, data transformation)
- Maintenance of HTTP-based data generation services
Conversational AI & Bot Development
- Conversational flow design — intent taxonomy, entity extraction, disambiguation, fallback and escalation patterns
- Bot platform experience — Amazon Connect contact flows, AWS Lex, or equivalent CCaaS / IVA platform
- REST API integration for AI backends — consuming LLM summary, NLU, and ASR/TTS services
- JSON / YAML — bot schema definition, flow configuration, workspace import/export
- Multi-language IVA / bot configuration — locale setup, translated content management
Telephony & Communication Channels
- Session Border Controller (SBC) — SIP trunk configuration, call routing, TLS media path setup
- WebRTC and VoIP protocols — familiarity with softphone integration patterns
- Digital channel connectors — WhatsApp Business, Microsoft Teams, or equivalent messaging platforms
- DTMF / IVR design — touch-tone menu structures and voice-first call flows
Data Formats, Integration & Tooling
- REST API design and consumption across a variety of platforms and authentication patterns
- JSON, YAML, CSV, INI, and pipe-delimited flat file formats
- Multi-tenant configuration management — maintaining environment-specific settings at scale
- Git — version control for scripts, configuration files, and bot/flow definitions
- Confluence — technical documentation authoring and maintenance
NICE TO HAVE
Verint Product Knowledge
- Verint Channel Automation (CA) Cloud — deployment, upgrades, routing and user configuration.
- Verint IVA Studio — workspace lifecycle, widget configuration, conversation flow authoring, multi-language localisation.
- Verint WFO / WFE — workforce scheduling, adherence, scorecards, queue analytics, text analytics, passive biometrics.
- Verint Copilot, KM Answer Bot, or Knowledge Management environments.
- Verint Open CCaaS framework and social messaging channel connectors.
Other Technical
- AI / LLM API integration experience — OpenAI, Amazon Bedrock, or equivalent generative AI service.
- Contact centre or CCaaS domain knowledge — call routing, WFM, workforce analytics, interaction recording.
- Experience building and operating pre-sales or demo environments for enterprise software.
- Multi-locale and internationalisation experience — managing configurations across multiple language variants.
