Software Implementation Engineer - VoIP, SIP, Networking, Windows Server
Sutherland2 days ago
Bogotá, ColombiaSenior / Staff+
Responsibilities
- Install, configure, integrate, upgrade, and maintain the NiCE NTR-x recording solution remotely across customer environments.
- Develop and configure software features and ensure technical architecture components are correctly integrated and implemented.
- Plan and execute unit, functional, and system testing, and support client UAT, data validation, and solution verification.
- Assist customers and vendors with NiCE integration-point configuration, troubleshooting, and technical support.
- Provide technical expertise across solution design, quality assurance, application overview, and the full project lifecycle.
- Analyze implementation issues using Wireshark, logs, sniffers, and network-testing utilities, escalating issues to Support, R&D, and management when needed.
- Communicate project progress, risks, technical updates, and customer feedback to customers, management, R&D, and Product Support.
- Support after-hours, weekend, client-site, and cross-time-zone activities as required.
Requirements
- 5–10 years of professional experience.
- Experience in the financial-services or banking domain.
- Hands-on experience installing, configuring, upgrading, and maintaining NiCE, Verint, or other recording solutions on Windows and cloud platforms.
- Knowledge of Microsoft Windows Server and operating systems, IP and SIP analysis, telephony, the seven-layer OSI model, TCP, UDP, LAN/WAN, NICs, switches, and routers.
- Experience with Wireshark, log analysis, network-testing utilities, and basic SQL or shell scripting.
- Strong customer-facing skills, including leading technical discussions, managing stakeholders, and representing the company in client meetings.
- Experience with telephony and recording integrations involving PBX, switch, and ACD vendors such as Avaya, Cisco, Microsoft Teams, and Amazon Connect is preferred.
- Cloud experience with AWS and Azure and virtualization experience with VMware and Citrix are preferred.
- Knowledge of MDC, LDAP, SSO, ACD integrations, database migrations, disaster recovery, and high-availability designs is preferred.
- Knowledge of Active Directory, Domain Controllers, Group Policy, DNS, security policies, hardening, encryption, Certificate Authority, and EFS is preferred.
- Microsoft SQL Server installation, configuration, administration, backup, recovery, and maintenance experience is advantageous.
- Relevant MCP, MCSE, CCNA, VMware, Citrix, AWS, or Azure certifications are advantageous.
Benefits
- Hybrid position in Usaquén, Bogotá, Colombia, at North Point, Torre Krystal Building, Cra 7 #156-10.
- The role may require after-hours, weekend, client-site, and cross-time-zone work based on project demands.
- Equal-opportunity workplace emphasizing diversity, collaboration, and a positive professional environment.
About Sutherland
Sutherland provides IT services and business process outsourcing that design, run, and automate customer experience and back-office operations for enterprises in healthcare, financial services, telecom, retail, and travel. Its offerings include managed contact-center platforms (e.g., Cisco UCCE/CUCM), cloud and analytics solutions, and process consulting delivered through global service centers. Founded in 1986 and headquartered in Pittsford (Rochester), NY, it is privately held.