Cloud Solutions Engineer 2

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

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 operatio