Job Url: https://job-boards.greenhouse.io/sidecarhealth/jobs/5533949004

Job Description: Remote
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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 Telecom 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 systems 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