Cloud Operations Engineer – AI & Automation for Contact Center

Humana; United States; On-site; USD 90,000 - 130,000; Full time

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

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