Implementation Engineer

We are One Sutherland — a global team where everyone is working together to create great breakthrough solutions. Our workforce has thrived in an environment of diversity of thought, experience and background. We celebrate our diversity and embrace it whole-heartedly. Sutherland is an equal opportunity employer. We promote a positive work environment by conducting ourselves professionally and helping each other achieve our goal of One Sutherland Team, Playing to Win.

Sutherland was founded 38 years ago (1986). Since then, we have become a leading global provider of business process and technology management services offering an integrated portfolio of analytics-driven back office and customer-facing solutions that support the entire customer life cycle.

Company Description

Sutherland is seeking an analytical and attentive person to join us as Professional Services Engineer will be responsible for installing, deploying, upgrading, and supporting NICE product/platforms at the customer site. Should be able to draft the plan, outline the checks and deploy and explain it to the customer and related counterparts. The engineer will manage NICE related issues and outages in a timely manner and enhance the client's ability to maintain the NICE system. In addition, the OSS Engineer will assist with NICE projects, installations, and change management as required to support the customer’s environment and infrastructure. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!

Job description

• Implement and deploy NICE Systems solutions for customers.
• Provide L1/L2 support for NICE products.
• Manage incidents and resolve issues effectively and promptly.
• Collaborate with customer system engineers to ensure the stability of NICE infrastructure.
• Document system specifications and generate system health reports.
• Assist with installation, maintenance, and change management projects.
• Provide basic training on NICE applications to customer engineers.
• Administer and configure users within the NICE system.
• Work closely with vendors and other stakeholders to resolve technical issues.

Qualifications

• Degree in Systems Engineering, Electronic Engineering, or related fields (preferred).
• English B2 proficiency
• 3 years of experience in similar roles.
• Experience in VoIP, data networks, and security.
• Proficiency in Windows OS, SQL/MySQL databases, and scripting.
• Familiarity with PBX, ACD, CTI platforms such as Avaya, Cisco, Genesys (preferred).
• Certifications in HP, MCSE, MCP, VoIP, CTI (a plus).
• Strong problem-solving and customer service skills.
• Ability to work in a dynamic and evolving environment.
• Availability to work in a 24x7 shift model, including weekends.

This is a Hybrid position in Bogotá, Colombia. Enjoy the benefits of joining a Great Place to Work company working for the world's biggest technology companies