Supervisor, Verint Application

What Software Engineering contributes to Cardinal Health

Software Engineering is responsible for designing, developing, implementing and supporting applications, systems and IT products required to achieve the company's business objectives.

• Demonstrates knowledge of software development techniques and fluency in software languages and application programming interfaces.
• Demonstrates general understanding of hardware/software platforms including but not limited to operating systems, databases, application servers, web servers and integration technologies.
• Plans and executes system implementations that ensure success and minimize risk of system outages or other negative production impacts.
• Demonstrates conceptual knowledge of architecture standards and database and operating systems.
• Demonstrates problem solving ability that allows for effective and timely resolution of system issues including but not limited to production outages.
• Analyzes production system operations using tools such as monitoring, capacity analysis and outage root cause analysis to identify and drive change that ensures continuous improvement in system stability and performance.
• Demonstrates knowledge of software development, life cycle, modeling of business processes, application design patterns, business/functional documents. Estimates to high level business requirements and provide options analysis.

Accountabilities

• Responsible for coordinating and ensuring support of the Verint platform (Call Recording, Speech Analytics, Text Analytics, Quality Monitoring, DPA, WFM)
• Understanding of core architecture and upgrade procedures
• Understanding the design and implementation of customizations in Verint
• Understanding of workforce management concepts
• Understanding of speech analytics concepts

Qualifications

• 4-8 years of experience, preferred
• Bachelor's degree in related field, or equivalent work experience, preferred
• Relevant experience with Verint wholistically (Call Recording, Speech Analytics, Text Analytics, Quality Monitoring, DPA, WFM)
• Familiarity with networking concepts and troubleshooting preferred
• Experience with Genesys Phone and WFM integration preferred
• Basic knowledge of Server Maintenance and Accessibility
• Has experience / understanding of SQL and Database structure
• Familiarity with contact center or operational metrics (e.g. Service Level, AHT, Occupancy, Shrinkage) if applicable.
• Strong English communication, problem solving and analytical skills

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What is expected of you and others at this level

• Coordinates and supervises the daily activities of operations or business staff
• Administers, contributes to, develops, and exercises policies and procedures
• Ensures employees operate within guidelines
• Decisions have a direct impact to work unit operations and customers
• Frequently interacts with subordinates, customers, and peer groups at various management levels
• Interactions normally involve information exchange and basic problem resolution
• Applies knowledge and an understanding of concepts, principles, and technical capabilities to perform varied tasks

Candidates who are back-to-work, people with disabilities, without a college degree, and Veterans are encouraged to apply.

Cardinal Health supports an inclusive workplace that values diversity of thought, experience and background. We celebrate the power of our differences to create better solutions for our customers by ensuring employees can be their authentic selves each day. Cardinal Health is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state or local law.

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