Senior Implementation Engineer – eServices

🕒 April 1

🗽 New York – Remote

🗽 New York – Remote

⏰ Full Time

🟠 Senior

🛠️ Implementation Specialist

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Sutherland

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1986

🤝 B2B

🤖 Artificial Intelligence

☁️ SaaS

💰 $300M Secondary Market on 2014-10

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.

📋 Description

• Responsible for the implementation and support of Sutherland Genesys platforms. • Current platforms include Genesys Omni-Channel solutions such as SIP Server, Genesys Routing, Inbound Voice, Genesys OBS, Genesys Email, Genesys Chat, Genesys Social Media, Genesys Infomart, GVP, Genesys SMS, Speech Analytics, Proactive Contact, CallBack, etc. • Some knowledge of SIP from the carrier level. • Some knowledge of Oracle (Acme Packet) and Avaya SBCs and TDM Gateways such as AudioCodes M3Ks and G450s is a plus. • Partners with the Business and Service Delivery team to assist with implementation of new Program solutions. • Responsible for documentation along with Runbooks for Operations. • Partners with development/integrations team for platform support when needed. • Monitoring solutions to provide proactive monitoring capabilities for the Infrastructure team and utilize these metrics to continue the evolution of the infrastructure. • Conduct testing to detect faults, minimize malfunctions, and backup systems. • Provide technical consultancy to ensure problem resolution is achieved in the shortest possible time frame. • Manages vendors on escalated issues and projects specific to your area of influence. • Willingness and ability to learn complex new systems in varying technologies related to area of influence. • Follow the lead of the senior implementation engineer, based on enterprise business requirements and IT Strategies.

🎯 Requirements

• 10 years progressive relevant experience required. • Some knowledge of Genesys Platform. • Ability to multitask and demonstrate willingness to deliver on multiple, simultaneous projects. • Willingness to manage vendors for performance to ensure compliance with commitments and budget. • Experience with enterprise voice network infrastructures (SBCs & Gateways, SIP, circuit switching, VoIP architecture) is a plus.

🏖️ Benefits

• All your information will be kept confidential according to EEO guidelines. • We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age.