Senior Implementation Engineer - NiCE NTR-x (VoIP, SIP, Windows Server)

About the role

Sutherland is looking for an Implementation Engineer with 5-10 years of experience to join its Delivery and Engineering team as a Senior NTR-x Professional Services Engineer (PSE) in Bogotá. The PSE installs, configures and integrates the NiCE NTR-x recording solution remotely and delivers enterprise-scale recording and compliance solutions to banks and financial institutions, covering the full project lifecycle from sales-to-services handover to project closure.

Key responsibilities

• Install, integrate and configure the NiCE NTR-x recording solution remotely, following defined methodology, enterprise standards and customer needs.
• Develop and configure software features according to design specifications and customer requirements, ensuring proper integration of all architectural components.
• Plan and run unit, functional and system tests; support client UAT, data validation and solution verification.
• Assist customers and their vendors with configuration of NiCE integration points and provide technical expertise across the NiCE product suite.
• Report and escalate implementation issues, and communicate customer technical feedback to R&D and Product Support.
• Maintain regular contact with customers and management on progress, risks and technical updates, and support after-hours, weekend, client-site and cross-time-zone work.

Required profile

• 5-10 years of experience, mandatory hands-on experience with NiCE or other recording solutions (e.g. Verint).
• Experience in the financial services / banking domain.
• Strong customer-facing skills: leading technical discussions, managing stakeholders and representing NiCE in client meetings.

Required skills

• Windows Server / OS knowledge and IP / SIP communication analysis with a strong telephony background.
• Networking fundamentals: 7-layer OSI model, TCP, UDP, LAN/WAN, NICs, switches and routers.
• Troubleshooting with sniffer and analysis tools such as Wireshark, and basic scripting (SQL / shell).
• Good to have: PBX, switch and ACD integration (Avaya, Cisco, Microsoft Teams, Amazon Connect); AWS, Azure, VMware and Citrix; MDC, LDAP, SSO, database migrations, disaster recovery and high availability; Active Directory, Group Policy, DNS, security hardening and encryption; certifications such as CCNA, AWS, Azure, VMware, Citrix, MCP / MCSE.