IT Support Engineer, Call Centers

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10 hours ago

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Sidecar Health

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Healthcare Insurance

Sidecar Health is a health insurance company that provides comprehensive major medical insurance with upfront pricing and no network restrictions or referral requirements. Their goal is to put employees in control of their healthcare by giving them a clear budget for care and allowing them to choose any doctor without surprise costs. They emphasize access to prescriptions without limitations and protection for unplanned care. Sidecar Health also offers transparent pricing and the option for members to save money if they find providers who charge less than their plan pays. Their offerings include individualized access plans and employer plans, ensuring members always have a choice of qualified doctors.

201 - 500 employees

Founded 2018

⚕️ Healthcare Insurance

📋 Description

• 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

🎯 Requirements

• 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)

🏖️ 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.