Infrastructure Engineer (IPC/Verint Call Recording)

About the position

At PNC, our people are our greatest differentiator and competitive advantage in the markets we serve. We are all united in delivering the best experience for our customers. We work together each day to foster an inclusive workplace culture where all of our employees feel respected, valued and have an opportunity to contribute to the company's success. As a Infrastructure Engineer within PNC's ENS - Voice organization, you will be based in Pittsburgh, PA or Strongsville, OH or Dallas, TX or Birmingham, AL. The position is primarily based in a PNC location. Responsibilities require time in the office or in the field on a regular basis. Some responsibilities may be performed remotely, at the manager's discretion. In this role, you will serve as the Lead Engineer, responsible for operational oversight, maintenance, and administration of IPC and Verint Call Recording systems, ensuring redundancy, fault tolerance, and data integrity are fully operational. You will lead system upgrades and migrations, demonstrating mastery in troubleshooting and resolving technical issues related to Verint solutions. You will provide expert-level guidance to other team members and serve as an escalation point for peers, traders, and external business units. Additionally, you will lead collaborative working sessions with cross-functional teams to improve system performance and independently perform routine system checks to ensure peak performance in the environment. Through extensive prior architecture experience, you will identify deficiencies in environment configuration and make recommendations to management for design and architecture improvements to further system reliability. You will also develop, implement, and document best practices for system maintenance and operation, applying solution design and support while consistently meeting customer needs. Leveraging your technical knowledge and industry experience, you will design, build, and maintain infrastructure technology solutions, develop software components and hardware for projects, and align these with business strategies and objectives. You will analyze the technological needs of customers and provide ongoing support for clients.

Responsibilities
? Serve as Lead Engineer, responsible for operational oversight, maintenance, and administration of IPC and Verint Call Recording systems, ensuring redundancy, fault tolerance, and data integrity are fully operational.
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? Lead system upgrades and migrations.
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? Demonstrate mastery in troubleshooting and resolving technical issues related to Verint solutions, provide expert-level guidance to other team members, and serve as escalation point for peers, traders, and external business units.
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? Lead collaborative working sessions with cross-functional teams to improve system performance.
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? Independently perform routine system checks to ensure peak performance in the environment.
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? Identify deficiencies in environment configuration and make recommendations to management for design and architecture improvements to further system reliability.
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? Develop, implement, and document best practices for system maintenance and operation.

Requirements
? Bachelor's degree in Computer Science, Information Systems, or a related field.
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? Proven experience with IPC trading environments and Verint Call Recording solutions.
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? Strong understanding of call center operations and technologies.
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? Excellent problem-solving skills and the ability to work under pressure.
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? Strong communication and interpersonal skills, a high degree of professionalism when working with executives and business leads, and the ability to work in a team.
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? Relevant certifications in Verint and/or other call recording solutions and call center technologies.

Nice-to-haves

Benefits
? Medical/prescription drug coverage (with a Health Savings Account feature)
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? Dental and vision options
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? Employee and spouse/child life insurance
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? Short and long-term disability protection
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? 401(k) with PNC match
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? Pension and stock purchase plans
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? Dependent care reimbursement account
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? Back-up child/elder care
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? Adoption, surrogacy, and doula reimbursement
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? Educational assistance, including select programs fully paid
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? A robust wellness program with financial incentives
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? Maternity and/or parental leave
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? Up to 11 paid holidays each year
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? 8 occasional absence days each year
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? Between 15 to 25 vacation days each year, depending on career level and years of service.

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