Implementation Engineer, Cisco, Omnichannel CX

Sutherland

Implementation Engineer responsible for design and support of CISCO UCCE and CUCM platforms. Collaborating with teams to gather requirements and deliver technical solutions for optimal infrastructure.

Posted 5/12/2026full-timeRemote • 🇨🇴 ColombiaMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

Java

About the role

Key responsibilities & impact

Responsible for the design, implementation and support of Sutherland CISCO UCCE and CUCM platforms.
Current platforms include Cisco ICM, CUBE, CISCO Call Studio, CVP, Omni-Channel solutions.
Strong knowledge in CISCO UCCE, WEBEX Connect and Java.
Responsible for working closely with the partnering groups within Sutherland to gather business requirements and ensure that our technical offering satisfies those requirements.
Partners with the Business and Service Delivery team to assist with new Program solutions.
Responsible for Engineering design documentation along with Runbooks for Operations.
Partners with development/integrations team for platform support when needed.
Develop monitoring solutions to provide proactive monitoring capabilities for the Infrastructure team.
Conduct testing and develop disaster recovery plans to detect faults, minimize malfunctions, and backup systems.
Provide highest level of technical consultancy to ensure problem resolution is achieved in the shortest possible timeframe.
Manages vendors on escalated issues and projects specific to your area of influence.
Interacts directly with client related to issues, problems, or overall design.
Mentors Engineers and IT Solutions Technicians on infrastructure related to area of influence.
Willingness and ability to cross train others in the varying technologies related to area of influence.
Design and lead the implementation of Infrastructure architecture based on enterprise business requirements and IT Strategies.

Requirements

What you’ll need

BS in Computer Science, Engineering or related field or 6 - 8 years progressive relevant experience required.
Expert knowledge of CISCO UCCE and CUCM Platform
Expert in creating CISCO eServices (Email, Chat, SMS or Social Media) routing strategies from scratch.
At least 2 years of experience on Java
5 years demonstrated experience delivering on multiple, simultaneous projects.
5 years’ experience with vendor management and performance to ensure compliance with commitments and budget.
Knowledge of Avaya and Cisco CUCM is a plus

Benefits

Comp & perks

Employees can work remotely

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

CISCO UCCECUCMJavaCISCO ICMCUBECISCO Call StudioCVPWEBEX ConnectCISCO eServicesdisaster recovery

Soft Skills

problem resolutionmentoringcross trainingcollaborationcommunication

Certifications

BS in Computer ScienceBS in Engineering