Company Description:
About Sutherland
Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise.
We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.
We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model.
For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.
Sutherland
Unlocking digital performance. Delivering measurable results.
Job Description:
The Services Engineer, GIS position involves delivering expert technical support for the deployment and installation of NICE products.
This role focuses on providing high-level assistance during Day 1 of product implementation, ensuring smooth and efficient operations. About GIS: The GIS (Global Implementation Support) Team collaborates with approved Business Partners (BPs) and NICE engineers to address “Day 1” support cases. “Day 1” refers to the period between the start of the project and the system's transition into production.
This team is dedicated to resolving issues that arise during this critical phase, ensuring a successful and timely launch.
Qualifications:
Technical Expertise: Serving as a key resource for resolving complex technical issues related to NICE products, utilizing in-depth knowledge of NICE products and associated technologies. Support for Installers and Business Partners: Offering expert support to Business Partners and external installers to facilitate successful product deployments and minimize downtime.
Collaboration with Internal Teams: Working closely with Level 3 support and Research & Development teams to address and resolve high-level technical challenges, contributing to effective problem resolution. Log Analysis and Action Plans: Conducting detailed analysis of logs to identify issues and develop actionable plans to address them, improving the efficiency of problem resolution. Communication and Presentation: Participating in meetings with internal and external stakeholders to provide updates on technical issues and action plans, ensuring clear and concise communication.
Ticket Management: Maintaining and managing support tickets within the ServiceNow system, tracking issue progress, ensuring timely resolutions, and documenting relevant information. Have you got what it takes? 3-5 years of experience in systems engineering or technical delivery and installation. Proven expertise in installing, configuring, and troubleshooting Windows-based environments. Experience administering Windows Servers, including local and domain policies, and web servers. Strong networking knowledge, including OSI network layers and TCP/IP. Skilled in troubleshooting and log analysis. Proficient in working with documentation and extracting relevant data. Excellent communication and problem-solving skills. Proven ability to work effectively in a team environment. High orientation towards customer service. Ability to quickly learn and adapt to new technologies independently. Capability to work under pressure and handle shift and weekend schedules. It will be an advantage to have Experience with VoIP/Telephony systems. Basic SQL scripting and SQL Server troubleshooting experience. Knowledge of NICE WFM and Recording (Engage, NTR-X) and their integration into customer environments. AWS and Azure Cloud certifications. Familiarity with network monitoring tools (e.g., Wireshark). Basic Linux experience.
Additional Information:
This is a Hybrid position in Bogotá, Colombia.
