Senior Systems Engineer – Contact Center

Role Overview

• 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.

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.