Contact Center Software Developer | Remote | Mexico

Location: Monterrey, N.L., mx, Remote

Company Description

We are One Sutherland — a global team where everyone is working together to create great breakthrough solutions. Our workforce has thrived in an environment of diversity of thought, experience, and background. We celebrate our diversity and embrace it whole-heartedly. Sutherland is an equal opportunity employer. We promote a positive work environment by conducting ourselves professionally and helping each other achieve our goal of One Sutherland Team, Playing to Win.

Sutherland was founded over 37 years ago (1986). Since then, we have become a leading global provider of business process and technology management services offering an integrated portfolio of analytics-driven back office and customer-facing solutions that support the entire customer life cycle.

Job Description

We are seeking a highly experienced and motivated Principal Voice (Backend) Software Developer to join our dynamic backend software development team. In this critical role, you will be instrumental in designing, developing, and scaling the core backend systems that power our cutting-edge contact center solutions. You will leverage your deep technical expertise to solve complex problems, mentor junior engineers, and drive architectural decisions that impact thousands of users and critical business operations. This is an opportunity to shape the future of our contact center platform.

Responsibilities:

• “Technical Expertise & Guidance:” Provide deep technical expertise in backend development, code reviews, and architectural discussions, ensuring best practices are followed.
• “System Development & Implementation:” Design, develop, test, and deploy backend software solutions using Node.js and Java, adhering to high-quality standards.
• “Database Design & Optimization:” Architect and optimize relational database schemas, write efficient queries, and ensure data integrity and performance.
• “Real-time Communication Technologies:” Develop and maintain components for real-time communication, including WebRTC, SIP signaling and RTP streaming.
• “Media Processing & Integration:” Explore and implement solutions for audio/video media processing and integration within the contact center environment.
• “Contact Center Domain Expertise:” Contribute to the development of contact center-specific features and integrations, understanding the nuances of the domain.
• “Performance & Scalability:” Identify and address performance bottlenecks, ensuring the platform can scale to meet growing demands.
• “Troubleshooting & Support:” Diagnose and resolve complex production issues, providing timely and effective solutions.
• “Cross-functional Collaboration:” Work closely with product managers, architects, QA engineers, and other stakeholders to deliver high-quality software.

Qualifications

• Development Languages:”
  • “Node.js:” Extensive experience in developing backend services and APIs using Node.js.
  • “Java:” Strong proficiency in Java development for backend applications.
• “Platform:”
  • “Linux:” Deep understanding of the Linux operating system and its ecosystem for development and deployment.
• “Database Proficiency:”
  • “Relational Database Principles:” Must possess a strong foundational knowledge of relational database principles, including data modeling, normalization, ACID properties, and transaction management.
  • “SQL:” Proficient in writing complex and optimized SQL queries.

Highly Desirable Skills and Experience:

• “PostgreSQL:”
  • “Physical Design:” Proven experience in designing and optimizing PostgreSQL physical schemas for high-throughput and low-latency applications.
  • “Programming:” Experience with PostgreSQL programming, including stored procedures, functions, and triggers.
• “Apache Kafka”  Experience with development of producers and consumers, especially for message broker use case.
• “Real-time Communication Protocols:”
  • “WebRTC”  Hands-on experience with WebRTC for screen capture and video streaming
  • “SIP Signaling:” Hands-on experience with Session Initiation Protocol (SIP) for signaling in voice and video calls.
  • “RTP Streaming:” Experience with Real-time Transport Protocol (RTP) for audio and video data streaming.
• “Media Technologies:”
  • Familiarity with other applications and technologies related to audio/video media processing and streaming.
• “Contact Center Domain Expertise:”
  • Experience in developing software specifically for contact center environments.
  • Familiarity with major contact center platforms such as “Genesys, Cisco”, or similar.
  • “Cloud Technologies:” Experience with cloud platforms (AWS, Azure, GCP) and containerization (Docker, Kubernetes).
• “Microservices Architecture:” Experience designing and building microservices.
• “Monitoring & Logging:” Familiarity with monitoring and logging tools (e.g., ELK stack (preferable), Prometheus, Grafana).

Additional Information

EEOC and Veteran Documentation
During employment, employees are treated without regard to race, color, religion, sex, national origin, age, marital or veteran status, medical condition or handicap, or any other legally protected status.
At times, government agencies require periodic reports from employers on the sex, ethnicity, handicap, veteran and other protected status of employees. The purpose of this Administrative EEO Record is for statistical analysis only and is used to comply with government record keeping, reporting, and other legal requirements. Periodic reports are made to the government on the following information. The completion of the Administrative EEO record is optional. If you choose to volunteer the requested information, please note that all 
Administrative EEO Records are kept in a Confidential File and are not part of your Application for Employment or Personnel file.
Please note: YOUR COOPERATION IS VOLUNTARY. INCLUSION OR EXCLUSION OF ANY DATA WILL NOT AFFECT ANY EMPLOYMENT DECISION.