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Because people with diabetes should have the freedom to live the life they want.
Senior Systems Engineer – Contact Center
Location
Massachusetts
Posted
105 days ago
Salary
$125K - $140K / year
Seniority
Senior
Job Description
Senior Systems Engineer – Contact Center
Sequel Med Tech
• Implementing and maintaining configuration, administration, optimization and operational excellence of Sequel’s enterprise contact center technology ecosystem. • Serve as the primary administrator and implementor of contact center configuration, including configuration, routing logic, integrations, and user management. • Maintain system reliability, security, and performance. • Assist with incident response, root cause analysis, and corrective action planning for system issues impacting support operations. • Serve as the first responder to Contact Center operational and functional incidents. • Partner with Customer Care, Inside Sales, Product Support, and other teams to understand operational needs and translate them into scalable system and workflow solutions. • Create, manage, and escalate support requests with vendors and internal business partners. • Maintain system-level documentation and configuration standards.
Job Requirements
- Bachelor's degree in computer science, Information Technology, Business, or related field, or equivalent combination of education and experience.
- 5+ years of experience in contact center operations; people experience technology.
- Excellent troubleshooting skills.
- Deep technical expertise in contact center technologies, including configuration, routing, analytics, and integrations.
- Strong understanding of workflows, telephony concepts, and omnichannel support.
- Ability to communicate Contact Center configuration and integrations clearly to both technical and non-technical audiences.
- Ability to work independently, manage multiple priorities, and drive outcomes collaboratively.
- Preferred Qualifications: Experience in med-tech, or other regulated, security-conscious industries.
Benefits
- automatically enrolled in 401k plan with 6% company match and 100% immediate vesting.
- capped out-of-pocket insulin costs and GLP-1 coverage across all plans.
- access to Meritain health insurance plans.
- Flexible Spending Accounts (FSAs) or Health Savings Account (HSA).
- vision and dental coverage.
- voluntary options such as long-term disability, accident, critical illness, hospital indemnity, and discounts for pet care.
- employer-paid short-term disability and life insurance.
- flexible PTO and paid holidays.
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