Contact Center Technology Support 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 35 years ago 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.

We are seeking a highly skilled and motivated Contact Center Technology Support Engineer to support, maintain, and troubleshoot complex contact center environments. This role requires deep expertise in Cisco Contact Center technologies, outbound dialing systems, and end-to-end infrastructure supporting real-time and asynchronous customer interactions. The successful candidate will also play a key role in platform monitoring and proactive issue detection, using tools like Splunk and Jenkins to ensure system health, minimize outages, and validate platform changes.

Key Responsibilities:

• Provide expert support for Cisco Contact Center (UCCE/UCCX) platforms, including routing strategy, IVR logic, and media resource optimization.
• Support and troubleshoot multimedia contact center channels: Voice, Email, Chat, SMS, and Chatbots.
• Deliver tier-3 diagnostics and support for telephony infrastructure components, including SBCs, media gateways, and media servers.
• Manage and optimize outbound dialing platforms, such as CXContact, including dial plans, campaign monitoring, and compliance controls.
• Collaborate with carriers to resolve issues involving SIP signaling, trunking, and call quality.
• Troubleshoot issues at both the platform level and agent desktop level, ensuring smooth end-user experiences.
• Maintain and validate configurations in IVR platforms, ensuring reliable and accurate customer routing.
• Understand and support the underlying server infrastructure, network performance, and database configuration tied to Contact Center performance.
• Proactively monitor platforms using tools such as Splunk and Jenkins, with a focus on:
  • Pre-business-hours health checks and readiness validation
  • Real-time alerting and issue detection
  • Post-change validations to confirm platform stability
• Analyze logs, metrics, and dashboards to detect anomalies or degradation in service, enabling quick resolution.
• Help define monitoring thresholds and alerting strategies to ensure maximum uptime and performance.
• Participate in system upgrades, configuration changes, incident response, and problem management processes.

Required Qualifications:

• 5+ years of experience supporting enterprise Contact Center platforms, especially Cisco UCCE/UCCX.
• Experience with multimedia platforms (Email, Chat, SMS, Chatbots) and outbound dialer systems such as CXContact.
• Hands-on experience with Genesys on-premise platforms is highly desirable.
• Deep knowledge of core telephony systems, SIP protocol, carrier routing, and IVR applications.
• Experience with Session Border Controllers (SBCs), media servers, and voice infrastructure.
• Strong working knowledge of server systems, virtualization, and network performance troubleshooting.
• Ability to support and understand database systems and configurations that impact contact center applications.
• Proven experience with monitoring platforms, specifically Splunk (log analysis and alerting) and Jenkins (automation pipelines, health checks).
• Ability to build or configure alerts, dashboards, and scripts that provide meaningful operational insights.
• Experience performing post-deployment validations, using monitoring tools to confirm successful platform changes or releases.
• Excellent analytical skills, with a proactive mindset toward identifying issues before they impact the business.
• Strong communication skills and the ability to collaborate across technical and business teams.
• ITIL Certification and practical experience – Required
• DevOps Certification and hands-on experience – Required

Preferred Certifications:

• Cisco Certified Network Associate (CCNA) or higher
• Cisco Certified Specialist – Contact Center
• Genesys certifications (on-premise platforms)
• Certifications in Splunk, Jenkins, or other Monitoring & Observability tools

All your information will be kept confidential according to EEO guidelines.