IT Support Engineer, Call Centers

Menlo Ventures; Remote; EUR 85.000 - 104.000; Vollzeit

Zusammenfassung

A healthcare transformation company is looking for an IT Support Engineer to overhaul voice communication infrastructure and facilitate integrations with CRM systems. Candidates should have extensive experience in telecommunications and specifically in Genesys Cloud platforms. The role offers a salary range between $100,000 and $120,000, comprehensive benefits including medical, dental, and 401k, and a chance to contribute to impactful healthcare solutions in the U.S.

Leistungen

Competitive salary

Bonus opportunity

Equity package

Comprehensive medical, dental, and vision benefits

401k retirement plan

Paid vacation and company holidays

Qualifikationen

• 5+ years of experience in telecommunications engineering, with at least 3 years focusing on Genesys Cloud platform.
• Ability to write and maintain code in Python or Java.
• Strong understanding of contact center operations and customer experience principles.

Aufgaben

• Lead the design, implementation, and maintenance of Genesys contact center solutions.
• Manage telecommunications infrastructure and ensure high availability of voice services.
• Troubleshoot complex technical issues and implement effective solutions.

Kenntnisse

Telecommunications engineering

Genesys Cloud platform

Python or Java

VoIP technologies

Computer networking fundamentals

SIP

Troubleshooting skills

Telecommunications security best practices

Ausbildung

Bachelor’s degree in computer science or related field

Tools

AWS services

REST API

Genesys Certified Professional

Jobbeschreibung

Sidecar Health is redefining health insurance. Our mission is to make excellent healthcare affordable and attainable for everyone. We know that to accomplish this lofty mission, we need driven people who will make things happen.

The passionate people who make up Sidecar Health’s team come from all over, with backgrounds as tech leaders, policy makers, healthcare professionals, and beyond. And they all have one thing in common—the desire to fix a broken system and make it more personalized, affordable, and transparent.

If you want to use your talents to transform healthcare in the United States, come join us!

About the Role

We are seeking an experienced IT Support Engineer with strong expertise in Genesys Cloud to join our team. In this role, you will lead the design, implementation, and management of our voice communication infrastructure and integrations with CRM and backend API for our platform. You will be a part of cross‑functional team and focus on ensuring optimal telecom system’s performance, drive continuous improvement initiatives, and provide technical leadership to support our business objectives.

What You’ll Do

• Lead the design, implementation, and maintenance of Genesys contact center solutions
• Manage telecommunications infrastructure and ensure high availability of voice services
• Troubleshoot complex technical issues and implement effective solutions
• Develop and maintain documentation for system configurations and operational procedures
• Be a part with IT team with focus on integration of telecom systems with other business applications
• Analyze call flow data and recommend improvements to enhance customer experience
• Implement system upgrades and new features while minimizing service disruptions
• Partner with vendors to resolve escalated issues and plan for future enhancements
• Create and present regular performance reports to senior management

What You'll Bring

• 5+ years of experience in telecommunications engineering, with at least 3 years focusing on Genesys Cloud platform
• Understanding and experience using LLM’s
• Strong technical knowledge of Genesys Cloud, PureConnect, or PureEngage environments
• Strong technical knowledge of AWS public cloud services including all of networking stack tools, ECS, EC2, Lambda, Amazon Connect, Amazon Bedrock
• Experience with integrating REST API based SaaS
• Ability to write and maintain code in Python or Java
• Strong understanding of computer networking fundamentals
• Experience managing telecommunications infrastructure, including SIP, VoIP, and related technologies
• Proven ability to lead technical projects from concept through implementation
• Excellent troubleshooting skills and ability to resolve complex technical issues
• Strong understanding of contact center operations and customer experience principles
• Experience with telecommunications security best practices and compliance requirements
• Effective communication skills with ability to translate technical concepts for non-technical audiences
• Relevant certifications (Genesys Certified Professional, etc.) preferred
• Bachelor’s degree in computer science, Telecommunications, or related field (or equivalent experience)

What You’ll Get

• Competitive salary, bonus opportunity, and equity package
• Comprehensive Medical, Dental, and Vision benefits
• A 401k retirement plan
• Paid vacation and company holidays
• Opportunity to make an impact at a rapidly growing mission‑driven company transforming healthcare in the U.S.

In taking a market-based approach to compensation, base pay may vary depending on location. Additionally, base pay may vary considerably depending on job-related skills and experience. The current expected salary range for this position is: $100,000 - $120,000.

Sidecar Health is an Equal Opportunity employer committed to building a diverse team. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status or disability status.