**Contract Type**: - Temporary WAH **Location**: - Bogotá - //BOGOTA **Date Published**: - 06-18-2025 **Job ID**: - REF31767P Company Description: We are **Sutherland** — a global team where everyone is working together to create great breakthrough solutions. Our workforce has thrived in an environment of diversity of thought, experience and background. We celebrate our diversity and embrace it whole-heartedly. Sutherland is an equal opportunity employer. We promote a positive work environment by conducting ourselves professionally and helping each other achieve our goal of One Sutherland Team, Playing to Win. Sutherland was founded 38 years ago (1986). Since then, we have become a leading global provider of business process and technology management services offering an integrated portfolio of analytics-driven back office and customer-facing solutions that support the entire customer life cycle. NICE employees are highly motivated, self-starters who thrive on achieving success after success for our customers. NICE’s products are technically sophisticated and quite complex, and they are leveraged by our customers to influence and improve employee performance. To be effective with NICE’s customers, our employees have to be technically knowledgeable and capable, yet at the same time naturally inquisitive and excited about the business value our customers are achieving. We pride ourselves on our professionalism, integrity, and ability to deliver real value to our customers. This is an exciting opportunity to play an important role in a very successful software company in a rapidly growing market. **Job Description**: This role combines implementation and support experience. Must have technical expertise in Linux/Unix (command-line, shell scripting, performance tuning) with advanced scripting (Python, PL/SQL, Java) and web tech troubleshooting (JSP/XML). Will manage RDBMS systems (Oracle/PostgreSQL, advanced SQL/data optimization), deploy cloud solutions (AWS EC2/S3/RDS, Terraform, CI/CD), and troubleshoot REST APIs (Postman, HTTP/REST). Responsibilities include systematic problem-solving across web/network/data layers, collaborating with cross-functional teams, and supporting BI tools (MicroStrategy/Tableau). Key requirements are ETL tools (Informatica/Talend), cloud data platforms (Snowflake, star schema), and customer-focused communication. Must excel in multitasking within virtual teams and resolving complex client-specific workflows. Qualifications: **Key Responsibilities**: - Integration & Deployment: - Implement and deploy custom NICE’s product suite solutions for clients, - Issue Resolution and Support: - Leverage product knowledge, technical skills, and internal resources to investigate and resolve customer problems. - Meticulously document the problem-solving process, including all decisions and actions taken, from initial report to final resolution. - Test fixes and conduct post-resolution follow-ups to ensure effective problem resolution using established testing methodologies. - Analyze documented resolutions and identify trends to proactively prevent recurring issues. - Client Collaboration & Technical Expertise: - Collaborate closely with clients and NICE's Client Services team, providing technical expertise throughout the deployment lifecycle. - This encompasses data mapping and integration, forms and workflow design and implementation, and report design and implementation. - Liaise with clients to gather information regarding operational issues encountered while using NICE's product suite. Document these issues for analysis and resolution. - System Administration and Maintenance: - Teamwork & Continuous Improvement: - Work with other NICE Integration Engineers and Business Analysts to share best practices and knowledge. - Provide valuable feedback to NICE’s Product Management group regarding potential product enhancements and to improve customer experience. **Required Skills/Experience**: - Advanced English level (B2H or Higher) - **5+ years** of experience delivering excellent customer service, including the ability to explain complex technical information clearly to both business and technical audience. - Proven experience with troubleshooting methodologies and demonstrated problem-solving abilities. - Excellent organizational skills and the ability to effectively manage tasks, set priorities, and meet deadlines. - Excellent verbal and written communication skills and the ability to collaborate effectively within a team environment. - Demonstrated ability to bridge communication gaps between technical and business stakeholders. - Bachelor's degree in computer science (or equivalent). - A passion for technology and a willingness to learn and adapt to emerging technologies and trends. - Willingness to travel up to 10%. **Valuable Technical skills**: - Deep understanding of Linux and Unix environments is essential, including shell scripting for automation, system management,