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Senior Systems Engineer- Contact Center

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Sequel Med Tech

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Location:
United States , Marlborough

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

Reporting to the Director of IT, the Senior System Engineer, Contact Center is responsible for implementing and maintaining configuration, administration, optimization and operational excellence of Sequel’s enterprise contact center technology ecosystem. This position sits within IT Operations and serves as the technical configuration, administration and integrations engineer for contact center systems, integrations and processes. This role collaborates closely with Customer Care, Inside Sales, Product Support, Clinical Operations, Technology & Operations, IT Security, Quality, and external vendors.

Job Responsibility:

  • Serve as the primary administrator and implementor of the contact center configuration, and implementation, including but not limited to 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
  • Ability to assist Contact Center Voice and Omni-Channel Agents with support and triage of Contact Center related requests
  • Ability to partner with Customer Care, Inside Sales, Product Support, and other teams to understand operational needs and translate them into scalable, effective system and workflow solutions
  • Assist with developing processes, documentation, functional requirements, and configuration specifications for internal engineering teams and vendors
  • 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
  • Able to adhere to change, compliance, and security regulations and policies
  • 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

Nice to have:

  • Experience in med-tech, or other regulated, security-conscious industries
  • Knowledge of CRM platforms and their integration with contact center systems
  • Familiarity with workforce management and quality monitoring tools
  • Understanding of privacy/security frameworks
What we offer:
  • 401k plan with a 6% company match and 100% immediate vesting
  • Capped out-of-pocket insulin costs and GLP-1 coverage across all plans
  • Variety of 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 pet care discounts
  • Employer-paid short-term disability and life insurance
  • Flexible PTO
  • Generous paid holidays
  • Flex Time options

Additional Information:

Job Posted:
February 18, 2026

Employment Type:
Fulltime
Work Type:
Remote work
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