Cloud Solutions Engineer 2

Humana Inc; Montpelier (VT); Remote; USD 89,000 - 121,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401(k) retirement plan

Paid time off

Disability insurance

Life insurance

Job summary

Humana Inc. seeks a Cloud Solutions Engineer 2 to support and improve our contact center infrastructure, including Genesys and WFM. You will ensure high availability, handle incident response, and collaborate with internal teams and vendors in a remote, enterprise setting.

The role emphasizes automation, AI-enabled improvements, and proactive monitoring while aligning with security, governance, and SAFe Agile practices. Travel may be required occasionally.

Qualifications

• Bachelor's degree in information technology, telecommunications, computer science, engineering, or related field; or equivalent experience.
• 3+ years supporting enterprise telecommunications, contact center, or unified communications environments.
• Experience with Genesys Contact Center platforms and operations.
• Knowledge of voice network tech, call routing, trunking, and troubleshooting methodologies.
• Experience with incident, problem, and change management; ability to work independently.

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 services.
• Maintain routing, call flows, agent configs, reporting, and workforce optimization.
• Coordinate with carriers, vendors, and internal teams to resolve issues and implement changes.
• Perform system administration, upgrades, patching, and config management.
• Develop and maintain runbooks and technical documentation.
• Identify opportunities to improve workflows through automation and AI-enabled solutions.
• Support disaster recovery and business continuity for voice and contact center tech.

Skills

Communication skills

Independent worker

Problem solving

Education

BS in IT/Engineering

Tools

Genesys Cloud

WFM

VoIP

SIP

Job description

Become a part of our caring community

The Cloud Solutions Engineer 2 is responsible for the operational support, maintenance, and continuous improvement of the organization's contact center infrastructure as well as integrated services. This role provides day-to-day support for Genesys Contact Center platforms, Workforce Management (WFM) solutions, VoIP technologies, SIP services, and monitoring solutions, ensuring high availability, reliability, and optimal performance of business-critical communication services.

The Cloud Solutions Engineer 2 supports enterprise voice and contact center operations through proactive monitoring, incident management, troubleshooting, change implementation, and system optimization. This position participates in a 24x7 on-call rotation to support critical communication services and collaborates with internal teams, vendors, and carriers to maintain service excellence, operational stability, and business continuity. The role also focuses on improving workflows, leveraging automation and AI-driven solutions, and identifying opportunities to increase efficiency across telecommunications and contact center operations.

Key Responsibilities

• Provide operational support for Genesys Contact Center, Workforce Management (WFM), VoIP, SIP, and telecommunications platforms.
• Monitor, troubleshoot, and resolve voice, contact center, and carrier-related incidents in accordance with established service level objectives.
• Participate in a 24x7 on-call support rotation and respond to critical incidents, outages, and service disruptions.
• Support and maintain contact center routing strategies, call flows, agent configurations, reporting, and workforce optimization functions.
• Coordinate with telecommunications carriers, service providers, vendors, and internal technology teams to resolve service issues and implement changes.
• Perform system administration, maintenance, upgrades, patching, and configuration management activities for supported platforms.
• Analyze recurring issues and perform root cause analysis to improve service reliability and reduce operational risk.
• Execute and support infrastructure changes while following established change management and documentation processes.
• Develop and maintain operational procedures, technical documentation, support runbooks, and knowledge articles.
• Identify opportunities to improve operational workflows and business processes through automation, scripting, and AI-enabled solutions.
• Leverage AI and emerging technologies to enhance monitoring, reporting, incident response, troubleshooting, and overall service delivery efficiency.
• Support disaster recovery, business continuity, and high-availability initiatives for voice and contact center technologies.
• Collaborate with business stakeholders to understand operational requirements and recommend process and technology improvements.
• Ensure compliance with security, governance, and operational standards related to telecommunications and contact center systems.
• Independently evaluate technical issues, determine appropriate corrective actions, and implement effective solutions to maintain service quality and operational excellence.

Use your skills to make an impact

Required Qualifications

• Bachelor's degree in information technology, Telecommunications, Computer Science, Engineering, or a related field, or equivalent combination of education and work experience.
• 3+ years of experience supporting enterprise telecommunications, contact center, or unified communications environments.
• Experience supporting VoIP, SIP, telecommunications infrastructure, and carrier services in a large enterprise environment.
• Experience supporting Genesys Contact Center platforms and contact center operations.
• Knowledge of voice network technologies, call routing, trunking, and telecommunications troubleshooting methodologies.
• Experience with incident management, problem management, and change management processes.
• Experience troubleshooting complex technical issues and performing root cause analysis.
• Ability to work independently and effectively prioritize multiple assignments in a fast-paced operational environment.
• Strong verbal and written communication skills with the ability to interact with technical and non-technical stakeholders.

Preferred Qualifications

• 5+ years of experience supporting enterprise contact center and telecommunications technologies.
• Experience supporting cloud-based contact center technologies and migration initiatives.
• Experience developing automation solutions through scripting, workflows, APIs, or orchestration tools.
• Demonstrated experience leveraging Artificial Intelligence (AI) or automation technologies to improve operational efficiency, monitoring, reporting, or service delivery.
• Knowledge of ITIL service management practices.
• Experience managing vendor relationships
• Industry certifications such as: Genesys Cloud, SAFe, ITIL or AWS

Additional Information

The ideal candidate combines strong operational support experience with expertise in Genesys Contact Center, Workforce Management, VoIP technologies, telecommunications transport services, and contact center operations. They are comfortable supporting mission‑critical systems in a 24x7 environment, thrive in a SAFe Agile organization, and continuously seek opportunities to improve processes through automation, AI‑driven solutions, and operational excellence initiatives.

Work at Home Requirements: To ensure Home or Hybrid Home/Office employees' ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office employees must meet the following criteria: At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is required; wireless, wired cable or DSL connection is suggested. In certain roles, the minimum recommended internet speed required by Humana may not be sufficient for business needs. Humana reserves the right to require associates to upgrade their internet service if necessary. Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.

Travel: While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.

Scheduled Weekly Hours

40

Pay Range

The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.

$89,000 - $121,400 per year

This job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.

Description of Benefits

Humana, Inc. and its affiliated subsidiaries (collectively, "Humana") offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides medical, dental and vision benefits, 401(k) retirement savings plan, time off (including paid time off, company and personal holidays, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.

Application Deadline: 10-11-2026

About us

About Humana: Humana Inc. (NYSE: HUM) is a leading U.S. healthcare company. Through our Humana insurance services and our CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health – delivering the care and service they need, when they need it. These efforts are leading to a better quality of life for people with Medicare and Medicaid, families, individuals, military service personnel, and communities at large. Learn more about what we offer atHumana.comand atCenterWell.com.

Equal Opportunity Employer

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