Professional Services Engineer

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October 3

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Sutherland

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B2B • Artificial Intelligence • SaaS

Sutherland is a global company specializing in digital transformation and business process outsourcing services. They leverage advanced technologies such as Artificial Intelligence, automation, and cloud engineering to drive digital performance and optimize critical business operations. Sutherland offers a variety of services including digital CX, enterprise technology solutions, and intelligent automation across multiple industries such as banking, healthcare, and telecommunications. Their focus is on delivering measurable outcomes, enhancing customer experiences, and enabling business agility through innovative digital solutions.

10,000+ employees

Founded 1986

🤝 B2B

🤖 Artificial Intelligence

☁️ SaaS

💰 $300M Secondary Market on 2014-10

📋 Description

• Support direct Customer Support teams, Business Partners and Customers Globally to address the related product issues and resolve high-level issues acting as a Level 2. • Maintain quality and on-going internal and external communication throughout your analysis. • Provide high level of support and minimize R&D escalations. • Prioritize daily missions/cases and mange critical issues and situations. • Contribute to the Knowledge Base, document troubleshooting and problem resolution steps and participate in Educating/Mentoring other Advanced Support engineers. • Initiate and performing changes on production systems and proactively escalate any issues that cannot be resolved within the established timeframes. • Take full ownership on customer problem/cases, monitor for proper and on time feedback. • Install NICE product update packs and hot fixes.

🎯 Requirements

• MUST have at least 2 years’ of experience in Technical Customer Support serving global customers. • Telephony/CTI background (Avaya, Cisco, etc) and advance knowledge on IP phones communication • Strong troubleshooting and problem-solving skills • Excellent communication (Written and Verbal) / interpersonal skills • Customer support experience , international is advantage • Basic understanding of the User permissions, Group Policy, Firewalls for Windows Operating Systems (2008/2012). • SNMP protocol and monitoring solutions. • Technical experience with Web/Enterprise Applications. (IIS, XBAP, etc.) • Good understanding of SSL Certificates (HTTP/HTTPS). • Experience in Citrix or any other desktop virtualization technology an advantage . • Basic understanding of what system vulnerabilities are and their remediation. • Good knowledge and experience in MS SQL 2008, 2012: Database structure, administration, and scripting – an advantage • NICE Certification - NIM4.1/Engage ; high technical knowledge in NICE products – an advantage • Knowledge on telephony audio and signaling protocols: SS7/VoIP/SIP - MUST • Networking experience. (including analyzing IP network traces using networking tools , example Wireshark)

🏖️ Benefits

• All your information will be kept confidential according to EEO guidelines.