Software Implementation Engineer - VoIP, SIP, Networking, Windows Server at Sutherland

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 escalate 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)