Sutherland

• 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.

• Support the Client Reporting or Investment Reporting function • Prepare periodic fund performance reports • Source, compile, synthesize and prepare periodic reports • Update fund level performance data, NAV, cash & cash equivalents • Coordinate with client teams to source and report data • Articulate and summarize work done for team leader

• Define and evolve the overall system architecture for the platform • Design scalable, secure, and fault-tolerant distributed systems • Lead architectural decisions for real-time communication, data persistence, and service orchestration • Create and maintain architecture documentation, ADRs (Architecture Decision Records), and technical roadmaps • Evaluate and recommend technology choices for new features and platform improvements • Provide technical guidance and mentorship to development teams • Conduct architecture reviews and code reviews for critical components • Establish and enforce coding standards, best practices, and design patterns • Collaborate with Product, DevOps, and Security teams to align technical solutions with business goals • Prototype and implement complex technical solutions when needed • Troubleshoot and resolve critical production issues • Optimize system performance, latency, and resource utilization

• Purchasing and negotiation of goods, materials, or services in line with specifications, costs, quality, and delivery timelines • Ensure on-time supply of required goods and materials • Research and evaluate areas of opportunity and reduce costs wherever possible • Develop ideas and strategies to improve operational efficiency • Negotiate contracts and improve business terms with vendors • Assess and evaluate vendors and undertake performance reviews • Ensure compliance with company guidelines and purchasing policies • Explore alternate sources for goods, materials, and services • Prepare purchase orders in line with final negotiations • Manage the full Contract Lifecycle Management (CLM) process • Contact vendors to resolve price, quality, delivery, or invoice issues • Act as the primary procurement business partner for Colombia and Mexico country leadership • Drive special initiatives to improve procurement addressable spend and contract coverage • Manage and coordinate all Facilities, HR, Marketing, and Finance-related purchasing activities

Role Description As a specialist, you will provide exceptional customer service and act as a brand ambassador for our customer, helping to deliver on their mission to serve sports fans anytime, anywhere and connecting fans to the sport and games they love most. That means you will support all aspects related to the customer's digital sports platforms to provide superior fan experiences every day. This will include: - Creating best-in-class experiences for all fans that contact us by demonstrating patience and acknowledging customer problems and issues. - Educating the fan, helping them accomplish what they want to do (stream a game, create fantasy account, etc.), and talk sports while you do it. - Effectively using all available technology tools and resources to resolve fan inquiries. - Developing/maintaining a general knowledge of client’s products and services. Qualifications - High school diploma or GED. - Ability to type 30+ words per minute. - 1+ year of customer service experience. - Excellent English communication skills, both verbal and written, as well as strong critical thinking and problem-solving skills. - Efficient in website/digital navigation and interaction. - Strong knowledge of and passion for sports. - Ability to multitask, prioritize and manage time effectively in a fast-paced – but remote -- environment. - Proficient in Microsoft programs. Requirements - A quiet and distraction-free, secure place to work. - Excellent Internet connectivity with access speeds of 2 Mbps upload and 10 Mbps download – the faster the better! - In-house network, and a hard-wired Internet connection capable of continuously supporting outstanding call quality and high-speed response rates (wireless and/or satellite Internet Service Providers are not compatible with our systems). Benefits - Competitive hourly rates, paid training and PTO - be sure to ask about our Global Flexible Vacation Policy! - Hourly wage (varies by province). Final compensation will be determined based on location, and role alignment. - Additional pay incentives as well as monthly rewards & recognition programs. - Medical, dental and vision benefits. - Advancement opportunities – 80% of our frontline leaders have been promoted from within. - Employee Discounts. - EAP & Health and Wellness programs including a personal trainer dedicated to Sutherland.

Role Description In this role, you will handle maintenance, collection and liquidation activities for an assigned portfolio of accounts. This will include handling a variety of customer inquiries, analyzing payment history/notes, and communicating statuses to customers. Our hours of operation are Monday-Friday, 7AM-7PM CST (no weekends). - Reviewing customer contract, including but not limited to, voluntary surrender, Principal and Interest breakdown for their payments and account, Total Loss process. - Advise the customer of their account open and closed accounts. - Provide customer information regarding the status of their titles including but not limited to; state to state transfers, title protection. - Assist customer with information on all optional products. - Assist customer with extensions and deferral in times that may not be able to pay. - Taking payments and reviewing history/notes and clearly communicating account statuses to customers. - Maintain accurate records of customer interactions, including any issues that arise and their resolution. - Recommending appropriate solutions to customers by analyzing their accounts. - Must be comfortable with manual calculations. - Must be comfortable handling multiple systems at one time. Qualifications - Excellent verbal and written communication skills and are a strong multitasker. - Strong attention to detail. - Drive to solve problems and meet goals. - Familiarity with Microsoft Office tools. - Experience in customer service. - High school diploma or equivalent. Requirements - Excellent Internet connectivity: - Internet access speeds of 2 Mbps upload and 10 Mbps download – the faster the better! - Hardwired internet access - wireless and/or satellite Internet Service Providers are not compatible with our systems. - Productive, quiet and distraction-free, secure place to work. - A Smartphone (iOS or Android), 4 years old or newer, in which you will be able and willing to download our app that will be leveraged for company communications. Benefits - Competitive rate of $14/hour. - Medical, dental and vision benefits. - Paid training & generous PTO (be sure to ask about our new Global Flexible Vacation Policy!). - Additional pay incentives as well as monthly rewards & recognition programs. - Advancement opportunities – 80% of our frontline leaders have been promoted from within. - Employee Discounts. - EAP & Health and Wellness programs including a personal trainer dedicated to Sutherland.

• 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.

• 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

Role Description We are seeking a motivated Junior Full-Stack Java Developer with a foundational understanding of contact center technologies to join our engineering team. This role involves the development, maintenance, and Level 3 support of enterprise applications that power our contact center operations across Cisco and Genesys platforms. The ideal candidate is a self-driven professional who thrives in a remote environment, takes ownership of their work, demonstrates strong troubleshooting skills, and collaborates effectively across cross-functional project and product teams without the need for micromanagement. You will be responsible for building and maintaining full-stack solutions using a microservices-based back-end architecture with Java Spring Boot and front-end technologies such as Vaadin, Thymeleaf, and Bootstrap/HTML5. Back-end development centers on designing, building, and maintaining loosely coupled microservices that communicate via RESTful APIs, message queues, and event-driven patterns. Applications will integrate with PostgreSQL, SQL Server, and Informix databases. Services are deployed either on-premise or within Google Cloud Platform (GCP) using Docker and Kubernetes. You will also work with Microsoft Active Directory (via Azure AD/Entra ID) for authentication and identity management integrations. Core Responsibilities - Develop, test, and deploy full-stack enterprise Java applications using a microservices architecture with Spring Boot, RESTful APIs, and front-end technologies including Vaadin, Thymeleaf, and Bootstrap/HTML5 to support contact center operations. - Design and implement microservices following best practices including API gateway patterns, service discovery, circuit breakers, and inter-service communication via REST and messaging. - Build and maintain microservices with containerized deployments using Docker and orchestration via Kubernetes for both on-premise and Google Cloud Platform (GCP) environments. - Provide Level 3 (L3) production support by performing root cause analysis, diagnosing complex application and integration issues, and implementing timely fixes to restore service. Serve as the escalation point for issues that cannot be resolved by L1/L2 support teams. - Develop and customize Cisco Finesse agent desktop integrations, gadgets, and workflows, including working with the Finesse API and extending agent and supervisor desktop capabilities. - Perform customization and configuration of Coral Interactive (softphone) solutions to enhance agent communication and call handling workflows. - Write and optimize SQL queries, stored procedures, and data access layers to integrate with PostgreSQL (primary), SQL Server, and Informix databases. This role does not include database administration responsibilities. - Develop against and integrate with Cisco Unified Contact Center Enterprise (UCCE) and Cisco Customer Voice Portal (CVP) for IVR routing, call flow logic, and VXML application development. - Work with Genesys Platform SDK (PSDK) for integration with Genesys contact center environments, including familiarity with Genesys Voice Portal (GVP) for IVR development. - Integrate applications with Microsoft Active Directory (Azure AD/Entra ID) for authentication, authorization, single sign-on (SSO), and identity management workflows. - Deploy, configure, and manage applications on Google Cloud Platform (GCP) and on-premise infrastructure, leveraging cloud-native services for scalability, monitoring, and reliability. - Utilize Splunk for application monitoring, log analysis, troubleshooting production issues, and building operational dashboards and reports to support L3 support functions. - Actively leverage AI-powered development tools (e.g., GitHub Copilot, Grok, Claude) to accelerate development workflows, improve code quality, generate documentation, and enhance productivity. - Collaborate with project managers, product owners, QA engineers, and fellow developers as part of project and product teams to deliver features on schedule and to specification. - Participate in code reviews, architectural discussions, and technical design sessions to maintain high standards of code quality and system reliability. - Create and maintain technical documentation including design specifications, API documentation, runbooks, troubleshooting guides, and deployment procedures. - Proactively identify and resolve technical debt, performance bottlenecks, and security vulnerabilities across the application stack. Qualifications - 2–4 years of professional experience in full-stack software development with Java as the primary language. - Proficiency with Java Spring Boot for building microservices, REST APIs, and distributed back-end systems, including understanding of microservices design patterns such as API gateways, service discovery, circuit breakers, and event-driven communication. - Experience with front-end development using Vaadin, Thymeleaf, Bootstrap, and standard web technologies (HTML5, CSS3, JavaScript/TypeScript). - Working knowledge of relational database integration, including writing SQL queries, stored procedures, and using ORM frameworks (e.g., JPA/Hibernate) against PostgreSQL, SQL Server, or Informix. - Hands-on experience with Docker containerization and Kubernetes orchestration for application deployment and management. - Working knowledge of Google Cloud Platform (GCP) including compute, networking, storage, and managed services relevant to application hosting and deployment pipelines. - Understanding of Microsoft Active Directory and Azure AD (Entra ID) integration patterns for authentication, authorization, and SSO. - Strong troubleshooting and diagnostic skills with the ability to serve as a Level 3 escalation point, including experience with systematic root cause analysis and production incident resolution. - Experience using Splunk (or comparable log aggregation/monitoring platforms) for application troubleshooting, log correlation, dashboard creation, and operational reporting. - Demonstrated ability to effectively utilize AI-assisted development tools (GitHub Copilot, Grok, Claude, or similar) as part of the daily development workflow. - Excellent written and verbal communication skills with the ability to clearly articulate technical concepts to both technical and non-technical stakeholders. - Proven ability to work independently in a remote environment, manage time effectively, prioritize tasks, and deliver results with minimal supervision. - Experience working collaboratively within project teams and cross-functional product teams. Preferred Qualifications - Experience with Cisco Finesse development, including gadget creation, API integration, and customization of agent/supervisor desktop layouts. - Experience with Coral Interactive softphone customization, configuration, and integration within contact center agent desktop environments. - Working knowledge of Genesys Platform SDK (PSDK) for developing integrations with Genesys-based contact center platforms. - Familiarity with Genesys Voice Portal (GVP) for IVR application development, call routing, and voice self-service solutions. - Experience with Cisco Customer Voice Portal (CVP) including VXML application development, call studio scripting, and IVR call flow design. - Experience with Workforce Management (WFM) systems, specifically IEX/NICE WFM, including integrations, data feeds, reporting, and scheduling workflows. - Proficiency in C# / .NET development for supplementary application development, tooling, or integration with Microsoft-ecosystem services. - Experience with CI/CD pipeline design and implementation using tools such as Jenkins, GitHub Actions, or Google Cloud Build. - Familiarity with infrastructure-as-code tools (Terraform, Helm charts, Ansible) for managing cloud and on-premise container environments. - Knowledge of contact center metrics, KPIs, and operational workflows (e.g., ACD routing, queue management, real-time adherence, agent state management). - Experience with message queuing systems (e.g., RabbitMQ, Kafka, Google Pub/Sub) for event-driven architectures. - Experience or interest in AI tools such as Claude, Copilot, or Grock will be considered a plus. Work Environment & Expectations This is a fully remote position based in Bogotá, Colombia. Candidates must have a reliable high-speed internet connection and a dedicated workspace conducive to focused development work. Core collaboration hours may be required to overlap with team members across time zones. Occasional after-hours support for production deployments or critical incidents may be necessary, particularly given the L3 support responsibilities of this role. The ideal candidate is a self-starter who takes initiative, communicates proactively, and consistently delivers high-quality work without requiring close oversight. You are expected to manage your own schedule, flag blockers early, and contribute meaningfully to team discussions and planning sessions. Clear, concise communication is essential. You will be expected to provide regular status updates, participate actively in team meetings, and document your work thoroughly. Strong English communication skills (written and verbal) are required. Additional Information All your information will be kept confidential according to EEO guidelines.

Role Description As a Bilingual Customer Service Representative, you will provide inbound customer care, primarily over the phone and email. You'll bring your expertise in streaming support to deliver exceptional customer service and solutions to resolve billing issues, troubleshoot errors and concerns, and guide customers to the products and services that will best meet their entertainment needs. This is the job for you if: - You are the go-to person to help troubleshoot tech problems. - You leverage streaming services regularly. - You excel at handling customer inquiries of varying types. - You are an active listener and enjoy building rapport with customers. - You are energized by the opportunity to learn new things, perform at a high level in a team environment and creatively solve problems. - You leverage two-way feedback to enhance your performance. Qualifications - Bilingual in Spanish/English (testing verification will be required) - An understanding of basic computer and home networking terminology (i.e. operating systems, routers, etc.) - Efficient and accurate typing skills (at least 30 words per minute) - Experience using a streaming player or gaming system - Excellent verbal and written communication skills and are a strong multitasker - Driven by solving problems and meeting goals - Familiar with Microsoft Office tools - Experience in customer service and sales - High school diploma or equivalent Requirements - Excellent Internet connectivity: - Internet access speeds of at least 2 MBPS upload and 10 MBPS download – the faster the better! - In-house network, and a hard-wired Internet connection capable of continuously supporting outstanding call quality and high-speed response rates. (wireless and/or satellite Internet Service Providers are not compatible with our systems) - A quiet and distraction-free, secure place to work. Benefits - Medical, dental and vision benefits - Paid training & PTO - Advancement opportunities – 80% of our frontline leaders have been promoted from within - Monthly company reward & recognition programs - Employee Discounts - EAP & Health and Wellness programs including a personal trainer dedicated to Sutherland Company Description As a digital transformation company -- and Great Place to Work certified -- Sutherland has been helping customers globally achieve greater agility and transform automated customer experiences for over 35 years. We work with some of the world’s most known brands in dozens of industries, including Banking & Financial Services; Insurance; Communications, Media & Entertainment; Healthcare; Retail & Consumer Packaged Goods; Technology; Travel, Transportation, Hospitality & Logistics; and Mortgage Services, helping them to better support and serve their customers.