Jobs at Sutherland

The Associate Manager is responsible for overseeing call quality, delivering customer service, managing reports, and ensuring customer satisfaction through data-driven strategies and performance management.

The Lead Software Development role at Sutherland involves delivering automation solutions, overseeing software design, development, testing, and deployment, and requires expertise in various .NET technologies.

Provide email and chat support to Spotify users, assist with account management, payment issues, and troubleshooting, while delivering excellent customer service.

Provide email and chat support for Spotify users, answering FAQs, assisting with account issues, and guiding users through troubleshooting.

Provide application support by troubleshooting incidents, analyzing logs and exceptions, performing Java debugging and SQL queries, reproducing client environments, configuring and customizing solutions, and documenting customer interactions in CRM while collaborating with higher-tier teams for resolution.

Develop, test, and maintain enterprise-grade .NET solutions for customized NICE products. Participate in design, code reviews, architecture decisions, debugging, and performance/scalability testing. Deliver unit/integration tests and act as a subject-matter expert for product components.

Lead end-to-end IT projects and programs: plan, scope, schedule, budget, quality, risks, stakeholders and resources. Manage full SDLC deliveries for international clients, produce forecasts and status reports, drive continuous improvement, and act as primary client contact and trusted advisor.

Provide email and chat support for customers of a music streaming platform. Assist with account inquiries, troubleshooting, and frequently asked questions while maintaining customer satisfaction.

Develop autonomous AI systems with a focus on multi-agent pipelines and real-time AI applications, improving model performance and building APIs.

Serve as primary technical contact and trusted advisor for enterprise accounts, manage escalations and incidents, monitor support metrics, drive cross-functional resolutions, lead customer reviews and RCAs, support onboarding and transitions, improve adoption and operational processes, mentor teams, and communicate customer feedback to Product and Engineering.

Provide L2/L3 support and monitoring for cloud-hosted applications and production environments. Troubleshoot infrastructure, databases, integrations, and network issues; maintain runbooks, generate operational reports, and participate in on-call rotations to ensure availability and performance.

Provide L2/L3 application and production support for cloud-hosted applications: monitor servers, databases and batch jobs; resolve outages and performance issues; maintain runbooks, incident tracking, and metrics; respond to client tickets and provide on-call/off-hour support.

Design, implement, and support integrations between enterprise applications, databases, and external platforms using APIs, ETL, SQL, and scripting. Collaborate with customers and cross-functional teams to define solutions, perform data mapping and validation, configure workflows and automation, troubleshoot integration and deployment issues, document implementations, and contribute to process and product improvements.

Gather and document business, functional, and technical requirements; perform data analysis using SQL and Excel; support software implementations, testing, and deployments; create test plans, use cases, dashboards, and reporting; collaborate with customers and cross-functional teams to deliver solutions and continuous process improvements across the SDLC.

Serve as a trusted technical advisor and escalation point for designated clients. Manage support issues, analyze SR trends, ensure SLAs and customer satisfaction, facilitate cross-team problem resolution and RCA, drive adoption and best practices, oversee transitions, mentor engineers, and communicate client needs to product and R&D teams. May include shift/on-call duties and occasional client travel.

Translate customer business requirements into technical designs and product configurations, define metrics/reports/dashboards and data mappings, implement customer requirements using NICE software, and collaborate with sales/service teams to deliver integrations and BI solutions.

Lead end-to-end IT projects for external clients using NICE methodology: manage scope, schedule, budget, quality, risks, procurement, stakeholders, and project teams across all SDLC phases. Serve as single point of contact, report status and revenue forecasts, drive continuous improvement, and support PM community collaboration.

Provide second-level technical support for payment transaction processing (card, POS, ATM), fraud and chargebacks. Investigate incidents, liaise with internal teams and third parties, analyze transaction data using in-house and external tools, produce reports and insights, and drive client-focused process improvements to prevent recurrence.

Design, develop, customize, test, and deploy scalable enterprise software and integrations for risk, fraud, and fintech platforms. Troubleshoot issues, collaborate with cross-functional teams, support deployments across environments, participate in architecture and code reviews, and contribute to analytics, automation, and continuous improvement.

As an Oracle Applications Developer, you will develop programs, support existing applications, troubleshoot issues, and lead requirement gatherings, ensuring quality deliverables within project timelines.