Software Implementation Engineer

Sutherland; Bogotá; Hybrid; COP 120,000,000 - 180,000,000; Full time

Job summary

Sutherland is seeking an Implementation Engineer (NTR-x) to join the Delivery and Engineering team in Bogotá, Colombia. The role involves remote installation, configuration, and integration of the NiCE NTR-x platform for major financial institutions.

You will work across the full project lifecycle with architects, project managers, and support teams to ensure successful deployments. Ideal candidates have 5–10 years of experience in enterprise deployments, strong Windows and network skills, and

Qualifications

• Experience in the Financial Services / Banking domain.
• Hands-on experience with NiCE NTR-x or similar recording solutions (e.g., Verint).
• Proficiency with Windows Server / OS.
• IP / SIP analysis and strong telephony background.
• Networking fundamentals including 7-layer OSI, TCP/UDP, LAN/WAN, switches, routers.
• Ability to troubleshoot with sniffers and analysis tools such as Wireshark.
• Basic scripting knowledge (SQL / shell).
• Strong customer-facing skills for discussing technical topics with clients.

Responsibilities

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

Skills

NiCE NTR-x experience

Verint or other recording solutions

Windows Server / OS

Networking fundamentals

SIP / telephony analysis

Wireshark and network testing tools

SQL / shell scripting

Customer-facing communication

Tools

Wireshark

VMware/Citrix virtualization

Job description

Job Description

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 escalation 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.

Qualifications

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

• Certifications: MCP / MCSE, CCNA, VMware, Citrix, AWS, Azure.
• Microsoft SQL Server (2012 and above): installation, configuration, administration, backup, recovery, and maintenance

Additional information

This is a hybrid position in Usaquén, Bogotá, Colombia (North Point, Torre Krystal Building: Cra 7 #156-10)