Sutherland

Backend Engineer

• Provide deep technical expertise in backend development, code reviews, and architectural discussions, ensuring best practices are followed
• Design, develop, test, and deploy backend software solutions using Node.js and Java, adhering to high-quality standards
• Architect and optimize relational database schemas, write efficient queries, and ensure data integrity and performance
• Develop and maintain components for real-time communication, including SIP signaling and RTP streaming
• Explore and implement solutions for audio/video media processing and integration within the contact center environment
• Contribute to the development of contact center-specific features and integrations, understanding the nuances of the domain
• Identify and address performance bottlenecks, ensuring the platform can scale to meet growing demands
• Diagnose and resolve complex production issues, providing timely and effective solutions
• Work closely with product managers, architects, QA engineers, and other stakeholders to deliver high-quality software

Senior Backend Software Engineer, Node.js, Java

Manager

• Document and validate customers’ requirements and map to Project functionality.
• Creating a system blueprint and dataflow diagram for each project.
• Conduct consulting sessions (on the phone and in-person) to ensure technical readiness of the solution for production.
• Attend internal project meetings and provide status on progress of activities and deliverables.
• Ensure infrastructure meets technical specifications and best practices.
• Be a "go-to" resource for specific functional areas for both internal and external users.
• SQL scripting to meet customer needs.
• Document solutions and contribute to a solutions repository.
• Document best practices and share with the Practice.
• Contribute to internal knowledge share; review posted feedback on a continuous basis, and respond to questions.
• Participate in Continuing Education sessions.
• Complete new release training on a timely basis; be fully versed on new and/or enhanced functionality in each product release.

Associate Manager – Technical Advisor

• Supervise the daily operations of the Provider Data Management team, including workload distribution, performance management, and staff development
• Ensure provider demographic, credentialing, and contract data is accurately entered and maintained in all systems
• Drive the performance of the team, by monitoring productivity, quality, and turnaround time standards
• Provide coaching, mentoring, and performance feedback to team members
• Manage attrition, shrinkage, and other critical metrics of the team.
• Support projects involving system enhancements or process automation
• Manage the end-to-end provider data entry process to ensure accurate and timely setup for claims payment, member assignment and directory display.
• Investigate and resolve complex Provider Data Management issues.
• Combine people management and provider data management experience, along with data analysis, and customer service experience from a healthcare operations background to drive success

Associate Manager – Team Manager

Engineer

• Partner directly with enterprise customers to understand business challenges and identify AI opportunities.
• Design, develop, and deploy AI-powered applications using Google Cloud and Generative AI technologies.
• Build solutions using LLMs, RAG, AI agents, APIs, and enterprise data platforms.
• Develop scalable backend services, integrations, and cloud-native applications.
• Lead technical workshops, architecture discussions, and solution design sessions with customers.
• Rapidly prototype, test, and iterate on AI use cases to drive business value.
• Collaborate with product managers, data scientists, and engineering teams to deliver production-ready solutions.
• Ensure solutions meet standards for scalability, security, reliability, and performance.
• Support customer deployments and serve as a trusted technical advisor throughout project delivery.
• Stay current with emerging AI and cloud technologies and help drive innovation across the organization.

Forward Deployed Engineer

Full-stack Engineer

• Own the configuration and ongoing optimization of Adaptive models
• Administer and support modeled and cube sheets
• Manage Data Agent processes and integrations
• Maintain and enhance alternate reporting hierarchies
• Design, build, and support Dashboards, Hubs, and Reporting solutions
• Partner with IT and EDW teams on schema changes
• Support audit and compliance requirements
• Administer FCCS application

Manager, Service Delivery – FCCS, Adaptive Planning Administrator / Technical Lead

Customer Support

• Own end-to-end technical solution design across Dynamics 365 apps and Dataverse
• Lead technical discovery, design workshops, and solution walkthroughs with client stakeholders
• Configure and extend Dynamics 365 including security model/governance, entities, forms, views
• Build and review customisations using appropriate extensibility patterns
• Design and deliver integrations with external systems using APIs and integration services

MS Dynamics CRM Tech Lead – Sales, Customer Service, Marketing/Customer Insights

• Own the configuration and ongoing optimization of Adaptive models, including dimensions, levels, hierarchies, attributes, versions, and assumptions.
• Administer and support modeled and cube sheets, including advanced formula development (lookups, allocations, driver-based logic).
• Manage Data Agent processes and integrations; coordinate data flows, refresh schedules, and dependencies.
• Own data mapping tables, transformations, and reconciliation controls; proactively monitor, triage, and resolve data load exceptions.
• Maintain and enhance alternate reporting hierarchies to support evolving business and management reporting needs.
• Design, build, and support Dashboards, Hubs, and Reporting solutions using HTML reporting and OfficeConnect.
• Administer role-based security, including access provisioning, periodic reviews, and compliance with governance standards.
• Partner with IT and EDW teams on schema changes, performance tuning, and data lineage; document interfaces, dependencies, and SLAs.
• Support forecast, budget, and commit cycles, including version management, locks, workflow configuration, and calendar orchestration by partnering with the Finance team and ensuring timely version creation & management, updating assumptions and loading source data.
• Ensure integrity of financial data by performing tie-outs to consolidation system; investigate and resolve mapping and timing variances.
• Develop and maintain documentation, including playbooks, SOPs, data dictionaries, and cutover/runbook materials.
• Lead user enablement through training, office hours, and ongoing support; provide Tier 2/3 issue resolution.
• Drive continuous improvement of the Adaptive platform, including scalability, performance optimization, and expanded enterprise adoption.
• Support expansion of Adaptive to non-finance users by enabling standardized reporting, dashboards, and governed self-service capabilities.
• Partner with FP&A and business stakeholders to translate planning and reporting requirements into scalable system design.
• Support audit and compliance requirements, including change management, access controls, and documentation readiness.
• Administer FCCS application: monthly setup, forms, reports, FX.
• Maintain FCCS metadata, hierarchies, security roles, and consolidation rules.
• Oversee close cycles; monitor integrations, validate data loads; troubleshoot variances.
• Configure Data Exchange & Data Management workflows and mappings.
• Develop Smart View reports and support statutory reporting.
• Automate tasks using EPM Automate and REST APIs.

Manager, Service Delivery – FCCS, Adaptive Planning Administrator, Technical Lead

Business Analyst

• Translate customer business requirements into technical designs and product configurations
• Work closely with customer sales and service organizations to define application metrics, reports, dashboards, data mapping, and other integration requirements
• Implement customer requirements using NICE’s software solutions

IT Business Analyst

• Provide technical support and troubleshooting for antivirus software-related issues.
• Assist customers with app issues, ensuring they can use all available features.
• Offer guidance on how to use antivirus features effectively for optimal protection.
• Address customer inquiries, concerns, and account maintenance requests.
• Help with subscription management, including cancellations and refunds.
• Provide clear, step-by-step instructions to resolve technical issues and answer customer questions.
• Ensure customer satisfaction by delivering fast, accurate, and effective solutions.
• Document and track customer interactions in a clear and organized manner.
• Collaborate with the team to improve the customer support experience.

Customer Support Specialist, German, English – Antivirus Software

Human Resources

• Support HR and payroll operations by ensuring the accuracy and timeliness of administrative processes and data management
• Maintain compliance, coordinate with vendors, and ensure smooth employee lifecycle operations
• Perform data entry and maintenance in HR and payroll systems, including bank details, salary increases, and bonuses
• Manage mass uploads, download and analyze reports, and ensure data consistency and accuracy
• Communicate directly with clients and third-party vendors via email to ensure smooth coordination
• Handle confidential employee information with integrity and precision
• Ensure compliance with company policies and legal regulations in all administrative procedures

HR Administration Specialist – Turkish, English

• 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, Spanish

Recruitment

• Provide strategic thought leadership to translate priorities into actionable plans, ensuring resource capability and capacity.
• Lead strategy execution by managing projects and programs aligned with organizational strategies and objectives in talent acquisition to pursue non-linear growth.
• Identify new and emerging technologies and have an up-to-date, holistic read on the HR technology landscape.
• Lead program planning, define objectives and scope, and ensure successful execution across all stakeholders.
• Assess program effectiveness, identify areas for improvement, and establish performance management and goal setting for long-term sustainability.
• Maintain a performance improvement culture, act as a change agent, and develop teams to thrive on change.
• Lead and manage a team of Super Users who address end user tickets and support items.
• Lead and manage a team of Auditors who ensure systems and process compliance, including regulatory requirements.
• Oversee the ticketing system to ensure timely and effective resolution of end user issues.
• Develop and implement processes and standards for end user support to enhance efficiency and user satisfaction.
• Partner with COE leaders on larger projects and implementation initiatives to support end user feedback and new features in platforms.
• Provide leadership, guidance, and support to the Super User team.
• Conduct regular performance reviews and support professional development for team members.
• Lead and manage organizational change to ensure digital transformation is effectively adopted.
• Develop and implement strategies to drive cultural change and support the transition to new digital processes and tools.
• Foster a culture of innovation and continuous improvement, ensuring all team members are engaged and motivated to embrace change.
• Understand present state for all related processes, including process mapping processes in place and de facto, and identifying policies that are affected.
• Lead discovery sessions with the corresponding function owners, understanding the scope of change and doing root cause analysis to identify gaps and failure points.
• Drive the adoption of agile methodologies and design-thinking principles to ensure iterative development and continuous improvement.
• Collaborate with stakeholders to identify digital needs, prioritize initiatives, and ensure seamless integration of digital solutions into existing workflows and Sutherland technology stack.
• Identify and define metrics and KPIs that will be influenced by the project roll-out, including reviewing goals currently in place that will be impacted by the business case.
• Identify and define metrics that will indicate the success of the implementation, and build the corresponding tracking artifacts.
• Maximize the use of digital tools and technologies to drive efficiency and effectiveness.
• Leverage emerging technologies such as artificial intelligence, machine learning, and analytics to enhance operational capabilities across the Global People Office organization and beyond.
• Implement and refine processes to ensure optimal use of digital tools and technologies, fostering a user-centric approach to technology deployment.

Director, Talent Acquisition Technology – 6-Month Contract

• Respond to customer inquiries via phone and internal systems in a professional and timely manner
• Document all customer interactions accurately within tracking systems
• Research and resolve inquiries related to accounts, services, eligibility, claims, billing, and general support
• Strive to achieve first-contact resolution whenever possible
• Escalate complex or sensitive issues appropriately and ensure follow-up and closure
• Assist customers with account updates and service requests
• Support onboarding and orientation activities for new customers
• Conduct outbound outreach initiatives and follow-up activities as assigned
• Utilize multiple systems and computer-based resources efficiently
• Maintain professionalism and composure when handling escalated interactions
• Meet productivity, quality, compliance, and attendance expectations