Jobs at Sutherland

Provide inbound customer support for a telecommunications provider through phone, email, and other non-voice channels. Assist with SIM activation, top-ups, roaming, account inquiries, and service issues while aiming for first-contact resolution. Document interactions accurately, follow established procedures, and deliver clear, empathetic service. The role requires Polish and English proficiency, shift availability, and onsite work in Sofia.

Own complex customer escalations from investigation through resolution, including high-value transactions and B2B orders. De-escalate difficult interactions, conduct independent research, navigate multiple systems, issue authorized refunds or credits, and protect customer relationships while meeting CSAT, DSAT, efficiency, and wrap-up metrics. The role requires resilience, sound judgment, technical troubleshooting, strong communication, and onsite availability for flexible shifts.

Supports US recruitment operations across candidate sourcing, screening, interview coordination, pipeline management, compliance documentation, background verification, onboarding handoffs, reporting, and process improvement. Maintains accurate candidate records in Workday and ATS platforms, tracks workflow progress, resolves delays, coordinates stakeholders, and supports timely candidate communication. Requires strong organization, system proficiency, English and Spanish communication skills, and the ability to manage multiple requisitions during US business hours.

Owns quality auditing, calibration, training, certification, and coaching for frontline BPO contact center agents. Designs onboarding and refresher programs, translates policy and knowledge-base updates into learning materials, audits voice, chat, and email interactions, performs root-cause analysis, and reports defects to operations, product, and knowledge teams. Tracks training impact and drives process and behavior improvements.

Manages a customer service team supporting telco, technology, and sales programs. The role improves customer experience metrics through call monitoring, behavioral coaching, root-cause analysis, action plans, audits, and continuous improvement. It also manages attendance, attrition, employee engagement, morale, and performance issues; presents team results to clients; identifies process improvements; and partners with operations leadership on retention initiatives.

Leads strategic sourcing, procurement, supplier management, contract lifecycle management, negotiations, purchasing, and cost optimization across facilities, IT, HR, marketing, finance, transportation, and administration spend. Manages vendors, purchase orders, compliance, audit readiness, sourcing events, stakeholder relationships, and more than $30 million in annual purchasing activity across multiple countries. Reports to global procurement leadership and targets 10%–12% annual savings.

Provides onsite technical support, troubleshoots workstation and LAN issues, manages helpdesk tickets and SLAs, and maintains system availability. Installs and deploys hardware, software, operating systems, network equipment, and related IT assets. Performs preventive maintenance, documents network changes and system procedures, supports asset management, escalates recurring problems, and maintains compliance with security and audit requirements. Requires flexibility for 24/7 on-call coverage, rotating shifts, and possible assignment to other sites.

Manage and monitor CX reporting, analyze trends and anomalies, maintain and enhance Power BI dashboards, build dataflows and visualizations, validate data refreshes, summarize findings for leadership, and document reporting logic and definitions. The role partners with business stakeholders to translate strategic goals into Power BI updates and deliver accurate, actionable insights.

Lead technical trainer responsible for designing and facilitating new-hire, progression, and enhancement training for customer service consultants. Coaches employees, analyzes performance and training needs, supports KPI improvement, promotes customer-centric communication, and creates positive, interactive learning environments. Requires strong facilitation, coaching, communication, organization, cultural sensitivity, customer service, and Microsoft Office skills.

Lead the operational management and optimization of US credit card originations and account-opening processes. Oversee application intake, identity verification, underwriting support, credit decisioning, funding, and account setup while ensuring compliance with applicable regulations. Serve as the primary subject matter expert for operations teams, support cross-functional alignment, develop learning strategies, and improve process efficiency. The role requires deep knowledge of credit bureaus, scoring, risk-based pricing, KYC, AML, adverse action requirements, and payment network originations.

Supports B2B clients across credit operations, loan origination, underwriting, credit decisioning, risk, and collections. Investigates operational incidents, manages Jira tickets and escalations, reviews logs and integrations, coordinates with engineering teams, and communicates resolutions to English-speaking clients while collaborating internally in Spanish.

Supports high-volume hiring by reviewing candidate documentation, verifying personal information and credentials, coordinating contracts and onboarding communications, creating IT tickets, addressing candidate inquiries, maintaining recruitment systems, and monitoring hiring rosters. Ensures onboarding accuracy, timeliness, compliance, and a positive candidate experience while reporting audit issues to talent acquisition leadership.

Leads customer service associates by facilitating huddles, monitoring performance, providing real-time feedback, coaching team members, resolving interpersonal conflicts, and maintaining client and team relationships. The role requires online gaming or betting customer service experience, data mining, Microsoft Office proficiency, strong communication and analytical skills, leadership ability, and flexibility for shifting or graveyard schedules.

Supports HR business partnering through policy guidance, employee relations, coaching, personnel documentation, payroll coordination, employee orientations, stakeholder management, and HR process improvement initiatives.

Provides customer support by managing inquiries, resolving concerns, maintaining customer accounts, and ensuring high customer satisfaction. The role requires strong English communication, problem-solving abilities, a customer-focused mindset, teamwork, and flexibility to work full-time shifts in an on-site environment.

Owns Oracle E-Business Suite development across requirements, design, development, testing, UAT, production support, and troubleshooting. Develops reports, interfaces, customizations, extensions, and workflows for Finance and Accounting modules. Leads requirements gathering, system configuration, issue resolution, application maintenance, cloning, monitoring, and Level 2 support. Provides technical guidance to developers and supports SOX and IT controls.

Owns Oracle E-Business Suite Order Management development across requirements, design, development, testing, UAT, production support, and troubleshooting. Develops reports, interfaces, customizations, extensions, workflows, and custom solutions using Oracle tools. Supports system configuration, cloning, application issues, production operations, system health monitoring, SOX controls, and integrations. Leads business requirements discussions and collaborates with internal, external, onshore, and offshore teams while mentoring developers.

Manages a team of mortgage professionals supporting U.S. mortgage origination operations. Responsibilities include coaching employees, achieving productivity and quality KPIs, ensuring regulatory and client compliance, analyzing performance data, improving processes, managing engagement and attendance, and partnering with stakeholders. The role requires mortgage origination expertise, knowledge of FHA, VA, Fannie Mae, Freddie Mac, QM and Non-QM products, and experience with platforms such as Encompass and Zendesk.

Performs manual and automated operating system component, security, API, and expert testing. Creates QA, component, and automation documentation; handles defects; develops PowerShell-based document automation; and works within Agile methodologies across multiple OS testing projects.

Leads the architecture, development, and delivery of scalable cloud and Snowflake data solutions. Manages and mentors Agile data engineering teams, establishes architectural and coding standards, oversees pipelines and workflow orchestration, and partners with stakeholders on requirements and implementation. The role drives data quality, governance, DevOps practices, technology adoption, and continuous improvement while providing technical leadership in Python automation, data modeling, and end-to-end solution design.