IT Support Engineer, Call Centers

Sidecar Health is seeking an experienced IT Support Engineer with strong expertise in Genesys Cloud to join their team. The ideal candidate will lead the design, implementation, and management of voice communication infrastructure and integrations with CRM and backend API for their platform.

Requirements

• 5+ years of experience in telecommunications engineering, with at least 3 years focusing on Genesys Cloud platform
• 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
• Equity package
• Comprehensive Medical, Dental, and Vision benefits
• 401k retirement plan
• Paid vacation and company holidays