Sutherland

Operations

• Lead managers and supervisors responsible for member enrollment & billing operations
• Drive achievement of client SLAs, quality metrics, productivity and financial targets
• Partner with clients and internal stakeholders to identify operational improvements
• Coach and develop leaders while fostering a culture of accountability and continuous improvement
• Monitor operational performance through reporting and key performance indicators
• Manage staffing, workforce planning, and capacity forecasting
• Identify opportunities for automation, standardization, and process optimization
• Manage escalations and implement corrective action plans to improve client satisfaction

Senior Manager, Healthcare Payer Operations

Technical Account Manager

• Handle calls, emails and tickets in accordance with agreed SLAs
• Provide phone and written support for card payment terminals and ATMs
• Assist with installations, terminal replacements and activations
• Analyze and resolve technical and commercial inquiries (e.g., troubleshooting, error codes, connectivity issues)
• Escalate complex cases and document thoroughly in the ticketing system
• Support portal access and perform selected back-office tasks

Technical Customer Advisor – Payments & POS, German & English

Business Development Rep

• Generate pipeline opportunities, qualify leads, and support deal progression.
• Source and qualify new leads through inbound, outbound, event-driven, and prospecting.
• Build and manage a healthy, balanced, full-funnel sales pipeline.
• Position Sutherland’s digital-first, AI-enabled solutions effectively.
• Leverage customer, operational, and market data for business-impacting value propositions.
• Initiate and support executive-level conversations with prospective clients.
• Stay ahead of industry trends and technology innovations.
• Partner with marketing, tech, and delivery teams for go-to-market efforts.
• Optimize key KPIs including sales cycle length and conversion rates.

Business Development Executive

Medical Billing and Coding

• Analyze and interpret complex records in order to identify and accurately bill for services with the appropriate ICD-10 and CPT/HCPCS codes.
• Assigning/sequencing billing codes in compliance with third party payor requirements and obtaining clarification when presented with conflicting or non-specific documentation, when necessary.
• Involved in reviewing coding-related denials from payors and making recommendations to resolve claims based on payer guidelines.

Multi-Specialty Medical Coder

• Own cloud cost reporting across GCP and AWS — weekly, monthly, and ad hoc dashboards for engineering and business stakeholders
• Drive cost optimisation: rightsizing, committed use discounts (CUDs / RIs), idle resource cleanup, storage lifecycle policies, and network egress reduction
• Design and enforce a cloud tagging strategy — define taxonomy, automate compliance checks, and resolve untagged resources
• Build showback and chargeback models so teams understand and are accountable for their spend
• Lead monthly FinOps review meetings — present spend trends, highlight anomalies, explain variances, and recommend actions
• Set up and maintain budget alerts, anomaly detection, and forecasting models
• Partner with product and engineering to embed cost awareness early in architecture and feature design
• Support day-to-day cloud operations on GCP and AWS: incident response, monitoring hygiene, and infrastructure health reviews
• Contribute to Datadog observability — dashboards, monitors, and alert tuning, particularly for cost-correlated signals
• Participate in on-call rotations and post-incident reviews with a cost lens on RCA
• Work with platform and SRE teams on Kubernetes cluster efficiency — node utilisation, autoscaling, and namespace-level cost attribution

FinOps Engineer

Customer Support

• Act as the first point of contact for end users experiencing issues in NextGen EPM
• Receive, log, and categorize support tickets or cases according to established workflows and SLAs
• Provide basic troubleshooting and guidance for common issues related to appointment scheduling, task setup, patient registration, insurance entry, demographic updates, statement or print concerns, and minor charge posting or claim-related questions
• Assist users with system navigation and workflow queries
• Collect required information such as screenshots, patient or encounter details, error messages, and steps to reproduce the issue
• Reproduce simple issues and attempt resolution using standard procedures or knowledge base references
• Escalate unresolved or complex issues to Tier 2 support with complete documentation
• Provide timely responses and maintain clear, professional communication with end users
• Track progress of assigned tickets, follow up with users, and confirm resolution
• Support users with password resets, access issues, and basic security permissions
• Assist in maintaining simple troubleshooting guides, FAQs, and internal documentation

EPM Tier 1 Support Specialist

• Provide exceptional customer service and act as a brand ambassador for our customer
• Support all aspects related to the customer's digital sports platforms
• Create best-in-class experiences for all fans that contact us
• Educate the fan, helping them accomplish what they want to do (stream a game, create fantasy account, etc.)
• Effectively use all available technology tools and resources to resolve fan inquiries
• Develop/maintain a general knowledge of client’s products and services

Customer Service, Sports Streaming

• Responsible for the accurate review, abstraction, and assignment of ICD-10-CM, CPT, HCPCS, facility-specific charging methodologies, and applicable modifiers for Emergency Department (ED) facility encounters.
• Ensure coding accuracy, regulatory compliance, appropriate reimbursement, and adherence to client-specific coding guidelines, payer requirements, and industry standards.
• Review clinical documentation, emergency department records, physician documentation, nursing notes, ancillary reports, and charging information to accurately capture facility services rendered during emergency department visits.
• Accurately assign facility Evaluation and Management (E/M) levels in accordance with client-specific emergency department leveling guidelines and facility charging methodologies, including knowledge of the ACEP tool.
• Analyze documentation from nursing staff, physicians, ancillary departments, and diagnostic services to ensure complete code assignment and charge capture.
• Apply official coding guidelines, CMS regulations, National Correct Coding Initiative (NCCI) edits, and payer-specific requirements.
• Participate in coding quality reviews, audits, educational initiatives, and process improvement activities.

Emergency Department Medical Coder

• Deliver exceptional service and solutions to customers through inbound calls and chat.
• Work with leading technologies and systems.

Customer Care Representative

Human Resources

• Process HR queries, using the leading ticketing and case management systems.
• Manage reports and perform data audits.
• Prioritize and organize the daily tasks in your personal queue.
• Shine throughout exemplary communication skills and teamwork.
• Act in accordance to company standards and project a positive overall image.

HR Back-office Administrator, German

Architect

• Experience building agentic harnesses from scratch, including capabilities such as tool use, multi-step chaining, reasoning, streaming, skills, multimodal integration, RAG, sandboxing, and state management.
• Experience designing, building, and operating production APIs and services, including RESTful APIs, streaming APIs, asynchronous workflows, service boundaries, versioning, authentication/authorization, error handling, and backward compatibility.
• Strong judgment around when to use synchronous APIs, event-driven architectures, queues, background jobs, or streaming protocols based on latency, reliability, scalability, and user experience requirements.
• Demonstrated ownership of production systems, including process improvements, roadmap contributions, defect resolution, uptime and availability monitoring, and operational reliability.
• Strong backend engineering fundamentals, with comfort working across service design, APIs, batch workflows, orchestration, observability, and production support.
• Familiarity with evaluation techniques such as creating and maintaining evaluation datasets, running offline regression evals, monitoring online production performance, rubric-based scoring, self-verification, human-in-the-loop review, AI-as-judge methods, and quality/reliability analysis at scale.
• Clear understanding of foundational machine learning and statistical concepts, including sampling, statistical significance, overfitting/underfitting, precision and recall, and quality tradeoff analysis.
• Experience building and orchestrating large-scale batch workflows that use foundation models, including LLMs and VLMs, as well as pretrained open-source models and deep learning models.
• Ability to design systems that safely and reliably automate meaningful enterprise workflows using non-deterministic AI components.
• Strong judgment around reliability, failure handling, observability, human review, and operational safety.
• Deep understanding of how to make systematic tradeoffs between quality, reliability, latency, cost, explainability, and user experience in complex AI systems.
• Ability to design pragmatic architectures that balance innovation with production readiness.
• Comfort working in environments where model behavior is non-deterministic and system design must account for uncertainty, evaluation, monitoring, and graceful failure.
• Experience with both lexical and embedding-based search methods.
• Ability to reason about relevance, ranking, latency, recall, precision, indexing strategy, and retrieval performance.
• Experience working with foundation models and open-source LLMs beyond simple API calls.
• Familiarity with lower-level model behaviors and controls, including temperature, top-p sampling, logprobs, confidence scoring, prompting strategies, and model selection tradeoffs.
• Comfort and willingness to build front-end experiences using JavaScript/TypeScript and frameworks such as React.
• While the role is primarily backend and AI systems focused, the ability to contribute to user-facing product experiences is important.
• Willingness to work across the stack and own the end-to-end product experience is essential.
• Familiarity with tools such as FFmpeg, OpenCV, or similar media-processing libraries is a plus.

Principal Architect

AI Engineer

• Provides, guides and uses professional concepts in developing resolution to critical issues.
• Train and fine-tune models using LoRA and other parameter-efficient techniques
• Design, train, and evaluate multimodal models from scratch
• Apply reinforcement learning techniques to model development and optimization
• Experience with audio/speech ML tasks such as speaker diarization and speaker identification
• Deploy, debug, and maintain distributed systems in cloud environments
• Optimize inference pipelines using tools and techniques such as TensorRT, quantization, and pruning
• Monitor and maintain models in production, including handling data drift and system failures
• Perform data gathering, cleaning, and curation to build high-quality training and evaluation datasets
• Comfortable working with a gated, continuous deployment workflow that requires unit, component, and integration tests
• Applies extensive knowledge of theories, practices and design matters.
• Works on issues that impact program success or addresses future concepts and products. Implementation of solutions requires a longer-term view which impacts strategic goals and objectives spanning several functions.
• Exercise a wide latitude in determining objectives and approaches to critical assignments.
• Knowledge of media management strategies and distribution workflows
• Work closely with Product and Operations to design and optimize workflows
• Apply broad expertise and knowledge in highly specialized fields or several related disciplines
• Contributes to development of company objectives across and principles to achieve goals
• Work on significant and unique issues where analysis of situations or data requires an evaluation of intangibles

Senior Staff AI Engineer

General

• Provide email and chat support (no phone calls!) to users
• Answer common "how-to" and FAQ-type questions
• Assist with account management and payment-related issues
• Guide users through troubleshooting steps with patience and clarity

Music Streaming Platform Customer Specialist, Dutch, English

• Receive and log HR inquiries via phone and email.
• Resolve queries through efficient ticketing systems.
• Address employee inquiries on policies and benefits.
• Maintain high-quality service levels and adhere to processes.
• Handle sensitive information with integrity and confidentiality.
• Take ownership of query resolution and individual metrics.

Bilingual HR Support Representative, German, English

• Provide customer service support to the providers via phone and email
• Provide accurate reporting data in compliance with industry standard
• Be point of contact for the event vendor management process includes activating and adding new vendors
• Accurate issuance of payments to vendors and others
• Generating pre and post event reporting
• Must be comfortable assisting providers and staff by training them on event management details and event related responsibilities