Cloud Operations Engineer – AI & Automation for Contact Center

Humana

United States

On-site

USD 90,000 - 130,000

Full time

3 days ago

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Job summary

Humana seeks a Cloud Solutions Engineer 2 to ensure operability and continual improvement of Humana's contact center infrastructure. You will provide day-to-day support for Genesys Contact Center platforms, WFM, VoIP, SIP, and monitoring, aiming for high availability and performance.

You will participate in a 24x7 on-call rotation, work with carriers and internal teams, and drive automation and AI-driven solutions to boost efficiency, reliability, and business continuity across

Qualifications

Bachelor's degree or equivalent in IT/Telecommunications/CS/Engineering.
3+ years of experience supporting enterprise telecommunications, contact center, or unified communications.
Experience supporting VoIP, SIP, telecom infrastructure, and carrier services in a large enterprise.
Experience supporting Genesys Contact Center platforms and operations.
Knowledge of voice network technologies, call routing, trunking, and troubleshooting methodologies.
Experience with incident management, problem management, and change management processes.

Responsibilities

Provide operational support for Genesys Contact Center, WFM, VoIP, SIP, and telecom platforms.
Monitor, troubleshoot, and resolve voice, contact center, and carrier incidents per SLAs.
Participate in 24x7 on-call rotation and respond to incidents and outages.
Support and maintain contact center routing, call flows, agent configurations, reporting, and WFM.
Coordinate with carriers, vendors, and internal teams to resolve issues and implement changes.
Perform system administration, maintenance, upgrades, patching, and configuration management.
Analyze recurring issues and perform root cause analysis to improve reliability.
Execute infrastructure changes following change management and documentation.

Skills

Genesys

WFM

VoIP

SIP

Incident mgmt

Change mgmt

Automation

AI solutions

Monitoring

On-call

Education

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

Tools

APIs

Orchestration tools

Scripting

Job description

You will participate in a 24x7 on-call rotation, work with carriers and internal teams, and drive automation and AI-driven solutions to boost efficiency, reliability, and business continuity across

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