Job Description

Sidecar Health is seeking an experienced IT Support Engineer with expertise in Genesys Cloud to lead the design, implementation, and management of their voice communication infrastructure and integrations. The role focuses on ensuring optimal telecom systems performance, driving continuous improvement, and providing technical leadership.

Responsibilities

• Lead design, implementation, and maintenance of Genesys contact center solutions
• Manage telecommunications infrastructure and ensure high availability
• Troubleshoot complex technical issues
• Develop and maintain system documentation
• Integrate telecom systems with other business applications
• Analyze call flow data and recommend improvements
• Implement system upgrades and new features
• Partner with vendors to resolve issues
• Create and present performance reports

Requirements

• 5+ years of experience in telecommunications engineering, 3+ years with Genesys Cloud
• Understanding and experience using LLMs
• Strong knowledge of Genesys Cloud, PureConnect, or PureEngage
• Strong knowledge of AWS public cloud services
• Experience with REST API based SaaS integration
• Ability to write and maintain code in Python or Java
• Strong understanding of computer networking fundamentals
• Experience managing SIP, VoIP, and related technologies
• Proven ability to lead technical projects
• Excellent troubleshooting skills
• Understanding of contact center operations
• Experience with telecommunications security
• Effective communication skills
• Bachelor’s degree in computer science or related field

Benefits

• No benefits