Senior Systems Engineer- Contact Center

About Sequel
Sequel, headquartered in Manchester, New Hampshire, is a company developing the next generation of transformative drug-delivery advancements starting with diabetes. Sequel’s approach is to look at diabetes management holistically to advance systems that make living with diabetes simpler and easier for all. Sequel’s flagship product, the twiist Automated Insulin Delivery (AID) System, launched in July 2025 for people with type 1 diabetes providing them with personalized diabetes management. 

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 Responsibilities and Essential Duties :
• 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.

Minimum 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.

Required Knowledge, Skills and Abilities :
• 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 Qualifications:
• 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.

Sequel Med Tech provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

At Sequel, we believe that when you thrive, we thrive. That’s why our benefits package is designed to support you from day one. You’ll be automatically enrolled in our 401k plan, featuring a 6% company match and 100% immediate vesting. We’re committed to your well-being and understand the unique needs of employees and families living with diabetes, so we offer capped out-of-pocket insulin costs and GLP-1 coverage across all plans. You’ll have access to a variety of Meritain health insurance plans to suit your needs and can also take advantage of Flexible Spending Accounts (FSAs) or Health Savings Account (HSA). Our comprehensive benefits package includes vision and dental coverage, plus voluntary options such as long-term disability, accident, critical illness, hospital indemnity, and even discounts for pet care. In addition, we provide employer-paid short-term disability and life insurance for extra peace of mind.

We know the importance of taking time to rest and recharge. That’s why Sequel offers flexible PTO, generous paid holidays, and Flex Time options to help you balance work and life when you need it most. Our team enjoys a culture built on hard work, fun, and genuine support. At Sequel, you’re not just starting a job, you’re building a rewarding career and a brighter future. Join us, and let’s thrive together!

Environmental/Safety/Physical Work Conditions
Ensures environmental consciousness and safe practices are exhibited in decisions
Use of computer and telephone equipment and other related office accessories/devices to complete assignments
May work extended hours during peak business cycles
Physical requirements such as lifting specific weights
Some travelling is expected