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 38 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.

NiCE employees are highly motivated, self-starters who thrive on achieving success after success for our customers.  NICE's products are technically sophisticated and quite complex, and they are leveraged by our customers to influence and improve employee performance.  To be effective with NICE's customers, our employees have to be technically knowledgeable and capable, yet at the same time naturally inquisitive and excited about the business value our customers are achieving.  We pride ourselves on our professionalism, integrity, and ability to deliver real value to our customers.  This is an exciting opportunity to play an important role in a very successful software company in a rapidly growing market.

The Managed Operations Services - L2 Support Engineer is a critical role responsible for executing a diverse range of essential duties, including but not limited to:

• Provision of comprehensive L1/L2 technical support for NiCE products, with the authority to engage and coordinate efforts with suppliers and other representatives as necessary.
• Demonstration of proficient knowledge in NiCE solutions, particularly NTR and NTR-X, which is considered a significant advantage.
• Direct collaboration with client IT operations to support and maintain NiCE infrastructure across the customer's global organization.
• Execution of deployment and ongoing support for NiCE products, ensuring optimal performance for the customer.
• Meticulous documentation of support cases and implementation of remediation measures in accordance with case severity.
• Engagement and coordination with suppliers and other representatives to resolve complex issues effectively.
• Provision of expert assistance to client administrators regarding configuration, administration, and user management within the NiCE system.
• Delivery of comprehensive application training and support to client engineers on NiCE applications as required.
• Thorough documentation and maintenance of NiCE system specifications (Site Documentation) across all client sites.
• Conduct and evaluate proactive Health Checks on daily, weekly, and monthly bases to ensure system integrity.
• Execution of Move/Add/Change (MAC) operations with precision and efficiency.
• Active participation in NiCE projects, installations, and change management processes to support environment and infrastructure improvements.
• Performance of regular NiCE system maintenance across all sites as mandated by operational requirements.
• Management of customer relationships and expectations, demonstrating effective communication skills and the ability to troubleshoot and resolve technical issues promptly.
• Efficient time management and maintenance of consistent communication, providing regular updates to both customers and management.
• Participation in mandatory training classes and special projects as deemed necessary by the organization.
• Fulfillment of additional roles and responsibilities as assigned, demonstrating flexibility and commitment to organizational needs.

The ideal candidate must possess the following qualifications:

• Minimum of 2-3 years of proven experience in a relevant field
• Exceptional communication skills, both verbal and written
• Willingness to work within a 24/7 operational support model, including weekend shifts
• Proficiency in troubleshooting and log analysis of Windows operating systems
• Demonstrated ability to work effectively in medium to large team environments
• Strong customer service orientation and ability to represent NiCE professionally
• Capacity for independent work with a high degree of self-responsibility and accountability
• Flexibility to work extended hours as required by operational needs
• Commitment to collaborative knowledge sharing and continuous learning
• Adaptability to dynamic work environments and changing priorities

Additional qualifications that will be highly valued:

• Bachelor's degree in computer science, Electrical Engineering, or related technical field
• Experience in voice operations
• Expertise in voice and data network design, implementation, or project management
• Proficiency in Microsoft operating systems, networking, MySQL/SQL, security, and VoIP technology
• Knowledge of databases and script writing/modification
• Telephony experience and certifications in VoIP and CTI
• Familiarity with common PBX, Switch, and ACD vendors (e.g., Avaya, Fusion, IPC)
• CTI experience with vendors such as Avaya Map-D, DLG, CV-LAN, AES (TSAPI), Nortel Symposium, Aspect Prospect, Portal, Contact Server (CMI), Siemens Call-Bridge, Cisco ICM, and Genesys
• HP, MCSE, or MCP certifications
• Demonstrated ability to resolve conflicts effectively
• Capacity for rapid, independent acquisition of new technical skills
• Analytical skills to identify solutions with limited technical information
• Methodical approach to work with strict adherence to established processes
• Ability to work in close alignment with customer-designated teams

This is a MOS L2 Support engineer position in Bogotá, Colombia. Enjoy the benefits of joining a Great Place to Work company working for the world's biggest technology companies.