Job Summary:

Looking for a skilled Calabrio Support Engineer to manage and support Calabrio applications including Call Recording, Workforce Management (WFM), Quality Management (QM), and Analytics. The candidate will be responsible for application support, troubleshooting, configuration, monitoring and ensuring smooth operations.

Key Responsibilities:

• Call Recording (Calabrio ONE)
• Support and maintain call recording solutions.
• Monitor recording health and troubleshoot recording failures.
• Manage recording policies, retention, and storage.
• Coordinate with telephony teams for integration issues.

Workforce Management (WFM)

• Support forecasting, scheduling, and real-time adherence modules.
• Troubleshoot data sync issues between ACD and WFM.
• Manage user access, configurations, and business rules.
• Assist operations team with schedule adjustments and reporting.

Quality Management (QM)

• Configure evaluation forms and workflows.
• Support calibration sessions and scorecard reporting.
• Troubleshoot evaluation and playback-related issues.
• Maintain compliance and quality monitoring processes.
• Analytics & Reporting
• Generate and maintain dashboards and analytical reports.
• Troubleshoot reporting discrepancies.
• Provide insights and performance metrics to stakeholders.
• Technical Skills Required
• Hands-on experience with Calabrio ONE Suite

Strong knowledge of:

• Call Recording Systems
• Workforce Management (Forecasting & Scheduling)
• Quality Monitoring
• Reporting & Analytics
• Understanding of ACD platforms (Cisco/Avaya/Genesys preferred)
• SQL knowledge for reporting and troubleshooting
• Basic knowledge of Windows Server & networking concepts
• Experience in log analysis and issue resolution

Soft Skills

• Strong troubleshooting and analytical skills
• Excellent communication and stakeholder management
• Ability to work independently in support environment
• Willingness to work in rotational shifts
• Good documentation skills
  
  

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I hereby confirm that I have read and understood Cognizant's Candidate Privacy Notice. I am also giving consent to the processing of my personal data for the purposes outlined in the notice. I acknowledge, that I have read, understood, and have given my consent to the terms stated on the Candidate's Privacy Notice, including those related to sharing of my personal information with third parties and to cross-border transfer of such personal information.

The Cognizant community:
We are a high caliber team who appreciate and support one another. Our people uphold an energetic, collaborative and inclusive workplace where everyone can thrive.

• Cognizant is a global community with more than 300,000 associates around the world.
• We don’t just dream of a better way – we make it happen.
• We take care of our people, clients, company, communities and climate by doing what’s right.
• We foster an innovative environment where you can build the career path that’s right for you.

About us:
Cognizant is one of the world's leading professional services companies, transforming clients' business, operating, and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build, and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant (a member of the NASDAQ-100 and one of Forbes World’s Best Employers 2025) is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com

Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.

Disclaimer:
Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.

Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.