Cloud Contact Center Engineer II — 24/7 On‑Call

Humana Inc; Cheyenne (WY); Remote; USD 89,000 - 121,000; Full time

Benefits offered by this job

Bonus incentive plan

Remote work

Healthcare benefits

Job summary

Humana Inc. invites a Cloud Solutions Engineer 2 to join our caring community in a remote-capable role focused on keeping Genesys contact center infrastructure highly available and secure.

You will support VoIP, SIP, WFM, and monitoring, participate in 24x7 on-call, and drive automation and AI-driven improvements across telecom workflows. In this position, you’ll analyze incidents, implement changes, develop runbooks, and collaborate with carriers and internal teams to ensure service excellence

Qualifications

• Bachelor's degree in information technology, Telecommunications, Computer Science, Engineering, or related field, or equivalent.
• 3+ years supporting enterprise telecommunications/contact center or UC environments.
• Experience with VoIP, SIP, telecom infrastructure, and carrier services in large enterprises.
• Experience with Genesys Contact Center platforms.
• Knowledge of voice networks, call routing, trunking, and troubleshooting.
• Experience with incident, problem, and change management processes.
• Strong ability to prioritize in fast-paced environments.
• Excellent written and verbal communication with technical and non-technical stakeholders.

Responsibilities

• Provide operational support for Genesys Contact Center, WFM, VoIP, SIP, and telecom platforms.
• Monitor, troubleshoot, and resolve incidents per SLAs.
• Participate in 24x7 on-call rotation for critical incidents.
• Support contact center routing, call flows, agent configurations, and reporting.
• Coordinate with carriers, vendors, and internal teams to resolve issues.
• Perform system administration, upgrades, patching, and configuration management.
• Analyze recurring issues and perform root cause analysis to improve reliability.
• Implement changes following change management and documentation.
• Develop and maintain runbooks and knowledge articles.
• Identify opportunities to automate workflows and leverage AI-enabled solutions.
• Support disaster recovery and high-availability initiatives.
• Collaborate with stakeholders to define requirements and improvements.
• Ensure security, governance, and operational standards compliance.
• Independently diagnose issues and implement effective solutions.

Skills

Incident mgmt

Change mgmt

Root cause analysis

Automation scripting

AI/automation

Communication

Education

Bachelor's degree in IT/Telecom/CS/Engineering

Tools

Genesys Cloud

WFM

VoIP

SIP

Monitoring tools

Job description

Humana Inc. invites a Cloud Solutions Engineer 2 to join our caring community in a remote-capable role focused on keeping Genesys contact center infrastructure highly available and secure.

You will support VoIP, SIP, WFM, and monitoring, participate in 24x7 on-call, and drive automation and AI-driven improvements across telecom workflows. In this position, you’ll analyze incidents, implement changes, develop runbooks, and collaborate with carriers and internal teams to ensure service excellence