We are One 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 35 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.
Job DescriptionInterested suitable candidates please be in touch with [email protected]
Sr. Manager is a senior-level executive responsible for the management, strategy, and execution of IT infrastructure within an organization. This role involves overseeing the IT department, ensuring that systems and technology services align with the business’ goals and operational needs. IT Directors serve as a bridge between technical and non-technical domains, translating business objectives into technological solutions and vice versa. The IT Director must be comfortable interfacing with fortune 500 clients. Must be able to travel approximately 10% and work various off shift and weekend hours supporting projects and participate in a 24x7 on-call rotation.
Required Technical Skills
- Cisco Contact Center Knowledge
- Cisco UCCE Architecture
- CVP
- Finesse
- CUCM integration
- ICM scripting basics
Server & Infrastructure Skills
- Windows Server Administration
- VMware / Virtualization platforms
- Active Directory & DNS
- Storage and backup technologies
Certifications
- Windows\VMWare certifications along with UCCE preferably.
Experience:
- 10 – 20 years of experience
Responsibilities:
- • Maintain UCCE servers (AW, PG, Rogger, CVP, Finesse, CUCM, etc.)
- Manage Windows Server environments supporting UCCE
- Perform server builds, upgrades, and patching
- Monitor server performance, CPU, memory, storage, and system health
- Support Cisco UCCE application services
- Troubleshoot infrastructure-related issues impacting call routing or agent availability
- Handle upgrades, migrations, and system refresh projects
- Maintain high availability and redundancy architecture
- Monitor UCCE components using monitoring tools
- Investigate system alerts and service outages
- Perform root cause analysis for infrastructure failures
- Work with Cisco TAC and vendors when required
- Manage backups for UCCE servers and databases
- Support Disaster Recovery testing and failover activities
- Implement OS and infrastructure security hardening
- Maintain compliance with enterprise security standards
- Work with network, voice, database, and application teams
- Support change management and release activities
- Document infrastructure designs and operational procedures
Any Graduate/Post Graduate
Skills Required
- 10 to 20 years of professional experience
- Cisco contact center knowledge
- Cisco UCCE architecture experience
- Experience with CVP
- Experience with Cisco Finesse
- CUCM integration experience
- Basic ICM scripting knowledge
- Windows Server administration experience
- VMware or virtualization platform experience
- Active Directory and DNS experience
- Storage and backup technology experience
- Windows or VMware certifications
- UCCE certification
- Any graduate or postgraduate degree
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
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