Sequel Med Tech · 10 hours ago
Senior Systems Engineer- Contact Center
Marlborough, MA
Full-time
Onsite
Senior Level
5+ years expSequel Med Tech, headquartered in Manchester, New Hampshire, is developing transformative drug-delivery advancements for diabetes management. The Senior Systems Engineer, Contact Center will implement and maintain the configuration and operational excellence of Sequel's enterprise contact center technology ecosystem.
HealthcareInformation TechnologyHealth CareMedical
Responsibilities
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
Qualification
Required
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
Preferred
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
Benefits
401k plan, featuring a 6% company match and 100% immediate vesting
Capped out-of-pocket insulin costs
GLP-1 coverage across all plans
A variety of Meritain health insurance plans
Flexible Spending Accounts (FSAs)
Health Savings Account (HSA)
Vision and dental coverage
Voluntary options such as long-term disability, accident, critical illness, hospital indemnity
Discounts for pet care
Employer-paid short-term disability
Life insurance
Flexible PTO
Generous paid holidays
Flex Time options
Company
Sequel Med Tech
We’re Sequel — a driven team of innovators and problem solvers laser-focused on improving the health and lives of people with diabetes.
201-500 employees
H1B Sponsorship
Sequel Med Tech has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2024 (1)
Funding
Current Stage
Growth StageLeadership Team
William Doyle
Co-Founder and Director
Recent News
2025-09-27
businessweekly.co.uk
2025-09-25
Company data provided by crunchbase