At Verint, we believe customer engagement is the core of every global brand. Our mission is to help organizations elevate Customer Experience (CX) and increase workforce productivity by delivering CX Automation. We hire innovators with passion, creativity, and drive to answer constantly shifting market challenges and deliver impactful results for our customers. Our commitment to attracting and retaining a talented, diverse, and engaged team creates a collaborative environment that openly celebrates all cultures and affords personal and professional growth opportunities. Learn more at www.verint.com.

Overview of Job Function:

Verint Messaging (formerly Conversocial) is a leading SaaS platform enabling enterprises to manage customer engagement across social and messaging channels such as Facebook, Messenger, Instagram, WhatsApp, and Twitter/X.

This role involves technical troubleshooting, platform configuration, data analysis, and supporting integrations to ensure smooth customer operations.

Principal Duties and Essential Responsibilities:

• Diagnosing and resolving issues related to messaging channels, routing, authentication/authorization, and API integrations.
• Interpret and troubleshoot HTTP/API error codes (400, 401, 403, 404, 429, 500 series).
• Review system logs, alerts, and connection errors to identify root causes.
• Configure, maintain, and optimize digital messaging channels (Facebook, Instagram, WhatsApp, Messenger, Twitter/X, etc.).
• Support and validate integration between Verint Messaging and internal systems.
• Ensure accurate message status tracking, channel mapping and bot/automation interactions.
• Use SQL to analyze platform data, validate conversation flows, identify anomalies, and troubleshoot routing/performance issues.
• Collaborate with Product, Engineering, CX, and Support teams on escalations, bug diagnostics, and platform improvements.
• Support customer onboarding, adoption, and successful operational use of messaging solutions.
• Contribute to best practices for private messaging, web chat, social customer care, and community engagement.
• Maintain a positive brand experience across all supported digital channels.
• Drive best practices for private messaging, web chat, and social customer care.
• Follow and maintain all standards for tracking and documenting issues throughout the lifecycle of a support case.
• Meet or exceed customer satisfaction objectives.
• Maintain a strong understanding of product features, functionality, and platform behavior.
• Continuously build product knowledge, staying current with offerings, support policies, and troubleshooting methods to deliver accurate and complete resolutions.

Minimum Requirements:

• 2–3 years of experience in customer support or contact centre roles working with digital engagement or messaging platforms, including troubleshooting workflows, integrations, and platform behaviors.
• Hands-on experience with Verint Messaging or similar digital engagement platforms.
• Strong SQL skills for troubleshooting, validation and reporting.
• Ability to diagnose API failures and interpret HTTP/HTTPS error codes.
• Understanding of social media APIs, webhook behavior, and messaging channel requirements.
• Knowledge of SaaS platform configuration, authentication workflows, and system integrations.
• Excellent communication skills and experience handling customer issues and conflict.
• Ability to document customer issues clearly and explain technical concepts in audience-appropriate language.
• Familiarity with Contact Center operations and related tools. 
• Ability to work flexible schedules and participate in on-call rotations as required.
• Successful completion of background checks (employment, education, criminal, OFAC, SS verification, and credit checks where applicable).
• Willingness to undergo additional background checks if required by customers.

Preferred Requirements:

• Bachelor’s degree in IT, Engineering, or a related technical field.
• Experience supporting enterprise digital engagement platforms.
• Familiarity with social media platform administration, including 
• Facebook Page roles & permissions,
• Instagram Professional Account setup,
• WhatsApp Business Platform configurations.
• Twitter/X developer app permissions,
• Webhooks and access token management.
• Hands-on experience with diagnostic tools (Wireshark, Charles/Fiddler, Postman)
• Demonstrated experience working with databases (SQL preferred)
• Knowledge of networking and telecom protocols (TCP/IP, DNS, SIP/VoIP, SMTP, SSL/TLS).
• Knowledge of Telecom (CTI, PBX, SIP/VoIP) and Messaging gateway technologies.
• Exposure to cloud platforms (AWS, Azure, GCP) and distributed SaaS concepts.
• Ability to create clear technical documentation, including troubleshooting guides, RCAs, and configuration documents.