Cloud Solutions Engineer II — AI-Driven Contact Center Ops

Humana Inc; Honolulu (HI); Remote; USD 89,000 - 121,000; Full time

Job summary

Humana Inc. is seeking a Cloud Solutions Engineer 2 to support Genesys-based contact center infrastructure, WFM, and VoIP systems. You will monitor, troubleshoot, and implement changes to maintain high availability and performance in a 24x7 on-call setting, collaborating with vendors and internal teams.

The role emphasizes automation, AI-driven improvements, and adherence to security and governance standards in a SAFe environment. Remote work with occasional travel may be required.

Qualifications

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

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 a 24x7 on-call rotation and respond to incidents and outages.
• Support contact center routing, call flows, and agent configurations.
• Coordinate with carriers, vendors, and internal teams to resolve issues and implement changes.
• Perform system administration, upgrades, patching, and configuration management.
• Analyze recurring issues and perform root cause analysis.
• Execute changes following change management processes.
• Develop and maintain runbooks and technical documentation.
• Identify opportunities to improve workflows via automation and AI-enabled solutions.
• Leverage AI to enhance monitoring, incident response, and service delivery.
• Support disaster recovery and high-availability initiatives for voice tech.
• Collaborate with stakeholders to align requirements with improvements.
• Ensure security, governance and operational standards are met.
• Independently evaluate issues and implement effective solutions.

Skills

Genesys Call Center

VoIP

Telecom infra

Incident management

Change management

Automation scripting

AI-driven solutions

Communication

Independent work

Education

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

Tools

Genesys Cloud

WFM

Monitoring tools

SIP

Automation tooling

Job description

Humana Inc. is seeking a Cloud Solutions Engineer 2 to support Genesys-based contact center infrastructure, WFM, and VoIP systems. You will monitor, troubleshoot, and implement changes to maintain high availability and performance in a 24x7 on-call setting, collaborating with vendors and internal teams.

The role emphasizes automation, AI-driven improvements, and adherence to security and governance standards in a SAFe environment. Remote work with occasional travel may be required.