Cloud Solutions Engineer II — Contact Center & AI Automation

Humana Inc; Lincoln (NE); Remote; USD 89,000 - 121,000; Full time

Job summary

Humana Inc. is seeking a Cloud Solutions Engineer 2 to oversee the operational support, maintenance, and continuous improvement of the contact center infrastructure including Genesys platforms and WFM. You'll drive incident resolution, change management, and automation efforts in a remote-capable, 24x7 environment.

The role emphasizes automation, AI-enabled solutions, and collaboration with internal teams and vendors to ensure high availability and performance of critical communication services.

Qualifications

• Bachelor's degree or equivalent in information technology, telecommunications, computer science, engineering, or related field.
• 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.
• 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 prioritize multiple assignments in a fast-paced environment.
• Strong verbal and written communication skills with the ability to interact with technical and non-technical stakeholders.

Responsibilities

• Provide operational support for Genesys Contact Center, WFM, VoIP, SIP, and telecommunications platforms.
• Monitor, troubleshoot, and resolve voice, contact center, and carrier-related incidents in accordance with SLAs.
• Participate in a 24x7 on-call support rotation and respond to critical incidents.
• Support and maintain contact center routing strategies, call flows, agent configurations, reporting, and workforce optimization functions.
• Coordinate with carriers, service providers, vendors, and internal teams to resolve issues and implement changes.
• Perform system administration, maintenance, upgrades, patching, and configuration management for supported platforms.
• Analyze recurring issues and perform root cause analysis to improve reliability and reduce risk.
• Execute and support infrastructure changes following change management and documentation processes.
• Develop and maintain operational procedures, technical documentation, runbooks, and knowledge articles.
• Identify opportunities to automate workflows and leverage AI-enabled solutions.
• Leverage AI and emerging technologies to enhance monitoring, incident response, and service delivery.
• Support disaster recovery, business continuity, and high-availability initiatives for voice and contact center technologies.
• Collaborate with stakeholders to understand requirements and propose improvements.
• Ensure compliance with security, governance, and operational standards.

Skills

Communication

Independent work

Problem solving

Incident management

Change management

Education

Bachelor's degree in IT, telecom, CS, or engineering

Tools

Genesys Cloud

WFM

SIP

Job description

Humana Inc. is seeking a Cloud Solutions Engineer 2 to oversee the operational support, maintenance, and continuous improvement of the contact center infrastructure including Genesys platforms and WFM. You'll drive incident resolution, change management, and automation efforts in a remote-capable, 24x7 environment.

The role emphasizes automation, AI-enabled solutions, and collaboration with internal teams and vendors to ensure high availability and performance of critical communication services.