Junior Full-Stack Java Developer – Contact Center Technologies

Sutherland is a global digital transformation company that delivers exceptional experiences for leading brands worldwide. With core expertise in Artificial Intelligence, Automation, Cloud Engineering, and Advanced Analytics, Sutherland partners with iconic global enterprises to drive digital transformation at scale, optimize critical business operations, reinvent customer and employee experiences, and pioneer new solutions — all delivered through a seamless "as-a-service" model. The company's portfolio of proprietary products and platforms — including Sutherland Connect, its AI-powered omnichannel contact center platform — enables clients across industries such as banking, insurance, healthcare, communications, technology, retail, and travel to achieve measurable digital outcomes. With 363 unique inventions (250 of which are AI-based) rolled up under several patent grants, Sutherland brings market-leading technology and business process excellence to every engagement. Sutherland operates across multiple global locations and is committed to fostering an inclusive, diverse workplace where innovation thrives.

Position Summary 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. Technical Environment Languages & Frameworks Java (primary), Spring Boot, Spring Security, Spring Data JPA, Spring Cloud Vaadin, Thymeleaf, Bootstrap, HTML5, CSS3, JavaScript/TypeScript C# / .NET (preferred) SQL, PL/pgSQL, T-SQL Contact Center Platforms Cisco Finesse, Cisco UCCE, Cisco CVP Coral Interactive (softphone) Genesys PSDK, Genesys Voice Portal (GVP) IEX/NICE Workforce Management Databases PostgreSQL (primary) Microsoft SQL Server IBM Informix Infrastructure & Cloud Docker, Kubernetes (on-premise and GCP deployments) Google Cloud Platform (GCP) Microsoft Active Directory / Azure AD (Entra ID) Splunk (monitoring, logging, troubleshooting, and reporting) AI & Productivity Tools GitHub Copilot, Grok, Claude, or equivalent AI-assisted development tools Git, JIRA, Confluence, or equivalent project management and version control tools 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.

Required 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.

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