IT Systems Engineer

Position Overview

• Location Type: Not specified
• Employment Type: Not specified
• Job Title: IT Systems Engineer - Genesys Cloud
• Company: Sidecar Health
• Mission: To make excellent healthcare affordable and attainable for everyone.

Description: Sidecar Health is seeking an experienced IT Systems Engineer with deep expertise in Genesys Cloud to lead the design, implementation, and optimization of their voice communication systems. This role will focus on integrating Genesys Cloud with CRM and backend platform APIs, ensuring high availability, system performance, and seamless customer experiences.

Requirements

• Experience: 5+ years of experience in telecom engineering, with 3+ years working on the Genesys Cloud platform.
• Genesys Cloud Expertise: Hands-on experience with Genesys Cloud, PureConnect, or PureEngage environments.
• API Integration: Experience integrating SaaS platforms using REST APIs.
• Scripting/Automation: Proficiency in Python or Java for scripting and automation.
• Telecom Fundamentals: Strong knowledge of VoIP, SIP, and telecom infrastructure fundamentals.
• Networking: Solid understanding of computer networking principles.
• Project Leadership: Experience leading technical projects from design to execution.
• Troubleshooting: Proven troubleshooting skills and ability to resolve complex system issues.
• Contact Center Knowledge: Familiarity with contact center operations and customer experience strategies.
• Security & Compliance: Knowledge of telecom security best practices and compliance standards.
• Communication Skills: Strong communication skills, able to explain technical concepts to non-technical stakeholders.
• Education: Bachelor’s degree in Computer Science, Telecommunications, or a related field—or equivalent experience.
• Preferred Certifications: Genesys Certified Professional (or relevant certifications).

Responsibilities

• Lead the design, implementation, and maintenance of Genesys Cloud contact center solutions.
• Manage and monitor telecom infrastructure, ensuring high availability and performance.
• Integrate telecom systems with internal platforms and applications, including CRM and backend APIs.
• Troubleshoot complex issues and implement effective solutions to minimize downtime.
• Analyze call flows and performance data to drive continuous improvement and enhance customer experience.
• Plan and implement system upgrades, new features, and platform enhancements.
• Partner with vendors to resolve escalations and align on long-term roadmaps.
• Maintain documentation for systems, configurations, and operational procedures.
• Collaborate with IT and cross-functional teams to support business objectives.
• Present performance reports and technical updates to senior leadership.

What You'll Get

• Competitive salary, bonus opportunity, and equity package.
• Comprehensive Medical, Dental, and ... (Details incomplete)

Company Information

• Company Name: Sidecar Health
• Mission: To make excellent healthcare affordable and attainable for everyone.
• Industry: Health Insurance