About Sutherland
Artificial Intelligence. Automation.Cloud engineering. Advanced analytics.For business leaders, these are key factors of success. For us, they’re our core expertise.
We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.
We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model.
For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA.We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.
Sutherland
Unlocking digital performance. Delivering measurable results.
The Product Implementation Specialist acts as the primary point of contact between clients and the KM Solution team, guiding organizations through a smooth onboarding experience. The role combines business consulting, light technical aptitude, and a good understanding of AI-driven tools to help clients get maximum value from the platform.
KEY RESPONSIBILITIES
- Meet with clients to collect requirements and understand current knowledge management challenges.
- Define problem statements and measurable goals aligned to the client's business outcomes.
- Configure and customize the KM Solution to meet individual client needs and workflows.
- Communicate with clients throughout the implementation process to obtain feedback and approvals.
- Educate clients on platform usage, features, and best practices through training sessions.
- Create client-specific implementation documents detailing all configurations and customizations made.
- Coordinate with the internal team to track key deliverables and project milestones.
- Provide time and cost estimates for additional customization requests.
- Deliver on-floor and remote hypercare support post go-live.
- Address application queries and facilitate discussions on new features or enhancements.
SKILLS & COMPETENCIES
AI & Technology Awareness
- Basic understanding of AI concepts — NLP, smart search, chatbots, and AI-assisted content recommendations — as they apply to KM platforms.
- Ability to explain AI-powered features to non-technical stakeholders in simple, business-relevant terms.
- Awareness of how AI integrations with third-party tools (CRMs, ticketing, ITSM) work in practice.
Software Development Awareness
- Minimum working knowledge of how software applications are built, deployed, and configured (no coding required).
- Familiarity with APIs, webhooks, and integration concepts at a conceptual level.
- Ability to read and interpret basic technical documentation, configuration guides, or system logs to coordinate with dev teams.
- Understanding of SDLC stages to communicate effectively with product and engineering during escalations.
Core Competencies
- Strong verbal and written communication skills — able to engage both business and technical stakeholders.
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
- Organized, detail-oriented, and capable of managing multiple client engagements simultaneously.
- Problem-solving mindset with a consultative approach to client challenges.
- Bachelor's degree in Computer Science, IT, Business, or a related field — or equivalent experience.
- 2–5 years of experience in software implementation, business analysis, or client-facing technical roles.
- Prior exposure to knowledge management, customer support, or ITSM environments is a plus.
CERTIFICATIONS (ADDED ADVANTAGE)
- Any AI/ML Fundamentals certification (Google, Microsoft Azure AI, AWS, etc.).
- Project Management certification (PMP, CAPM, or Prince2).
- Certifications in platforms such as Salesforce, ServiceNow, or Zendesk.
All your information will be kept confidential according to EEO guidelines.
Skills Required
- Bachelor's degree in Computer Science, Information Technology, Business, or a related field, or equivalent experience
- 2-5 years of experience in software implementation, business analysis, or client-facing technical roles
- Basic understanding of AI concepts including NLP, smart search, chatbots, and AI-assisted content recommendations
- Familiarity with APIs, webhooks, and software integration concepts
- Working knowledge of software application development, deployment, and configuration
- Ability to interpret technical documentation, configuration guides, or system logs
- Understanding of software development lifecycle stages
- Proficiency in Microsoft Office Suite, including Word, Excel, and PowerPoint
- Strong verbal and written communication skills
- AI/ML Fundamentals certification
- Project management certification such as PMP, CAPM, or Prince2
- Certification in Salesforce, ServiceNow, or Zendesk
- Exposure to knowledge management, customer support, or ITSM environments
Sutherland Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Sutherland and has not been reviewed or approved by Sutherland.
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Flexible Benefits — Flexible scheduling and work-from-home arrangements are offered on certain programs, supported by remote-work infrastructure and virtual IT support. Program-specific flexibility is emphasized for “Sutherland Anywhere” roles.
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Leave & Time Off Breadth — Paid time off and paid training are positioned as standard elements, with some materials also highlighting flexible vacation days. Core leave features are presented as part of the baseline package.
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Strong & Reliable Incentives — Performance incentives, bonuses, and commissions are available on selected programs to supplement base pay. Goal-linked earnings opportunities are described for certain functions.
Sutherland Insights
What We Do
We make digital ?????™ by combining human-centered design with real-time Analytics, AI, Cognitive Technology & Automation to create exceptionally engineered Brand Experiences! Sutherland is an experience-led digital transformation company. Our mission is to deliver exceptionally engineered experiences for customers and employees today, that continue to delight tomorrow. For over 35 years, we have cared for our customers’ customers, delivering measurable results and accelerating growth. Our proprietary, AI-based products and platforms are built using robust IP and automation. We are a team of global professionals, operationally effective, culturally meshed, and committed to our clients and to one another. We call it One Sutherland. #MakeDigitalHuman
