IT Systems Engineer

Summary

Join Sidecar Health, a company redefining health insurance, as an experienced IT Systems Engineer specializing in Genesys Cloud. Lead the design, implementation, and optimization of voice communication systems, integrating Genesys Cloud with our CRM and backend platform APIs. Ensure high availability, system performance, and seamless customer experiences. Manage and monitor telecom infrastructure, troubleshoot complex issues, and analyze performance data to drive continuous improvement. Collaborate with IT and cross-functional teams, and present performance reports to senior leadership. This role requires 5+ years of telecom engineering experience, including 3+ years with Genesys Cloud. A Bachelor's degree in a related field or equivalent experience is required.

Requirements

• 5+ years of experience in telecom engineering, with 3+ years working on the Genesys Cloud platform
• Hands-on experience with Genesys Cloud, PureConnect, or PureEngage environments
• Experience integrating SaaS platforms using REST APIs
• Proficiency in Python or Java for scripting and automation
• Strong knowledge of VoIP, SIP, and telecom infrastructure fundamentals
• Solid understanding of computer networking principles
• Experience leading technical projects from design to execution
• Proven troubleshooting skills and ability to resolve complex system issues
• Familiarity with contact center operations and customer experience strategies
• Knowledge of telecom security best practices and compliance standards
• Strong communication skills, able to explain technical concepts to non-technical stakeholders
• Bachelor’s degree in Computer Science, Telecommunications, or a related field—or equivalent experience

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

Preferred Qualifications

Relevant certifications (e.g., Genesys Certified Professional) preferred

Benefits

• 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