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Company Description:

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.

Job Description:

Sutherland is seeking an attentive and goal-oriented person to join us as a MCR (Multi Channel Recording platform) Engineer.

Professional Service Engineer (PSE) works as a member of the delivery team for product remote implementation, configuration, and integration of the NICE platform. Provides expertise and technical contribution in technical aspects of the project. The PSE will work with the project team from the sales to services transition through the closure of the project.

The MCR Engineer has the following duties:

1. Installation and integration of NICE software solutions remotely, while following defined methodology, processes, system requirements, and customer specific needs.
2. Work directly with the implementation team to assist with any technical questions regarding the solution from kick-off of the project until handover of the delivered solution to our support center.
3. Ensure that all components of the technical architecture are properly integrated and implemented.
4. Communicate and reconcile any design flaws found during the delivery of NICE Solutions.
5. Assist customers and their vendors with configuration requirements for all NICE Integration points in their environment.
6. Provide technical expertise of the entire NICE product suite, implementation methodology, and/or related technology.
7. Conduct systems testing for performance and reliability.
8. Report issues found during implementation and engage support teams for assistance, as well as escalate to higher tiers and management; as appropriate.
9. Provide basic application overview, technical support, and technical quality control throughout all stages of the project.
10. Effectively manage time, maintain regular communication, and updates to both customer and management.
11. Flexibility towards after hours and weekend activities.
12. Document and add Lesson learned and Resolutions to the Nice Knowledge Base
13. Communicate with R&D/product support about customer technical feedback on implementation of product related enhancements and fixes.

Qualifications:

1. Minimum 2 years’ experience with Product implementation & integration.
2. Experience with Windows Server environments and networking troubleshooting.
3. Experience or knowledge in Telephony (SIP protocol, VoIP, etc.) is a plus.
4. Expertise in databases is a plus.
5. Fluid English speaking (B2 or higher)
6. Well versed with Customer engagement.
7. Understanding Project Delivery working model & terms.
8. Excellent communication and problem-solving skills
9. Team Player – Proven ability to work in a team environment
10. Ability to communicate with multi-cultural teams in other countries
11. Able to learn and adapt a new technology independently and fast.
12. Able to work in dynamic environments.

Additional Information:

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.