Software Imlpementation Engineer - VoIP, SIP, Networking, Windows Server

Sutherland; Bogotá; On-site; COP 120,000,000 - 240,000,000; Full time

Job summary

We are seeking an Implementation Engineer with 5-10 years of experience to join our Delivery and Engineering team as NTR-x Professional Services Engineers. The role focuses on remote installation, configuration, and integration of the NiCE NTR-x platform for enterprise-scale recording and compliance solutions in financial institutions.

The candidate will work with Architects, Project Managers, R&D, and clients throughout the project lifecycle, and will participate in after-hours, weekend, and

Qualifications

• Experience in the Financial Services / Banking domain.
• Hands-on NiCE or Verint recording solutions: installs, config, upgrades, and maintenance on Windows and cloud.
• Proficient in Microsoft Windows Server / OS.
• IP / SIP analysis with strong telephony background.
• Solid networking fundamentals: OSI model, TCP/UDP, LAN/WAN, switches/routers.
• Experience with sniffers and analysis tools (Wireshark) and log analysis.
• Basic scripting knowledge (SQL or shell) for queries and updates.
• Strong customer-facing skills to lead discussions and engage stakeholders.

Responsibilities

• Install, integrate, and configure NiCE NTR-x remotely per methodology and standards.
• Develop and configure software features per design specs and customer needs.
• Plan and execute unit, functional, and system testing; support UAT and data validation.
• Assist customers with configuration requirements for NiCE integration points.
• Provide technical expertise across NiCE product suite throughout project stages.
• Report and escalate issues; engage Support, R&D, and management for higher-tier help.
• Maintain proactive communication with customers and management on progress and risks.
• Support after-hours, weekend, and cross-time-zone activities as required.
• Communicate customer feedback to R&D and Product Support to drive fixes.

Skills

Financial domain

NiCE/Verint

Windows Server

VoIP/SIP

Networking fundamentals

Wireshark

SQL/Shell scripting

Customer-facing

Telephony

Tools

NiCE NTR-x

Verint

Wireshark

SQL

Shell scripting

Job description

Software Imlpementation Engineer - VoIP, SIP, Networking, Windows Server

• Full-time

We areOne 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.

We are seeking for an Implementation Engineer with 5-10 years of experience to join our Delivery and Engineering team as NTR-x Professional Services Engineers (PSE). The role is responsible for the remote installation, implementation, configuration, and integration of the NiCE NTR-x platform, and for delivering enterprise-scale recording and compliance solutions to leading banks and financial institutions. The PSE provides technical expertise across the full project lifecycle, from the sales-to-services transition through project closure, working with Architects, Project Managers, R&D, Customer Support, and clients.

Key Responsibilities

• Install, integrate, and configure the NiCE NTR-x recording solution remotely, following defined methodology, enterprise standards, system requirements, and customer-specific needs.
• Develop and configure software features in line with design specifications and customer requirements; ensure all components of the technical architecture are properly integrated and implemented.
• Plan and execute unit, functional, and system testing; support client UAT, data validation, and solution verification activities.
• Assist customers and their vendors with configuration requirements for all NiCE integration points in the customer environment.
• Provide technical expertise across the NiCE product suite (solution design, technical support, quality assurance, and application overview) throughout every project stage.
• Report and elevate implementation issues appropriately; engage Support, R&D, and management for higher-tier assistance when required.
• Maintain regular, proactive communication with customers and management on progress, risks, and technical updates.
• Support after-hours, weekend, client-site, and cross-time-zone activities as required by project demands.
• Communicate customer technical feedback to R&D and Product Support to drive product enhancements and fixes.

Mandatory Skills/Experience

• Experience in the Financial Services / Banking domain.
• Hands-on experience with NiCE or other recording solutions (e.g., Verint): installation, configuration, upgrades, and maintenance on Windows and cloud platforms.
• Microsoft Windows Server / OS knowledge.
• IP / SIP communication analysis and a strong telephony background.
• Networking fundamentals: 7-layer OSI model, TCP, UDP, LAN/WAN, NICs, switches, and routers. Senior Professional Services Engineer (NTR-x)
• Troubleshooting with sniffers and analysis tools such as Wireshark, log analysis, and other network-testing utilities.
• Basic scripting: query and update knowledge (SQL / shell).
• Strong customer-facing skills: able to lead technical discussions, manage stakeholder engagement, and represent NiCE in client meetings.

Good to have

• Telephony & Integration: Recording / telephony integration experience with PBX, switch, and ACD vendors, including Avaya, Cisco, Microsoft Teams, and Amazon Connect.
• Cloud & Virtualization: Cloud experience with AWS (primary) and Azure. Virtualization on VMware and Citrix.
• Advanced Solutions: MDC, LDAP, SSO, and ACD integrations. Database migrations. Disaster Recovery and High-Availability designs.
• Microsoft Security: Active Directory, Domain Controllers, Group Policy, and DNS. Security policies, hardening, and encryption. Certificate Authority and EFS.

Added Advantage

• Microsoft SQL Server (2012 and above): installation, configuration, administration, backup, recovery, and maintenance