Cloud Solutions Engineer II – AI-Powered Contact CenterOps

Humana Inc; Montpelier (VT); A distancia; USD 89.000 - 121.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical benefits

Dental benefits

Vision benefits

401(k) retirement plan

Paid time off

Disability insurance

Life insurance

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Communication skills

Independent worker

Problem solving

Educación

BS in IT/Engineering

Herramientas

Genesys Cloud

WFM

VoIP

SIP

Descripción del empleo

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.