Cloud Solutions Engineer II — Genesys & VoIP Specialist

Humana Inc; Juneau (AK); Remote; USD 89,000 - 121,000; Full time

Job summary

Humana Inc. is seeking a Cloud Solutions Engineer 2 to support the organization’s contact center infrastructure and integrated services in a remote-capable, enterprise environment.

The role focuses on Genesys platforms, WFM, VoIP, SIP, monitoring, and automation to improve service availability and performance. It requires 3+ years of telecom and contact center experience and a proactive, collaborative approach.

Qualifications

• Bachelor's degree or equivalent experience in IT, telecommunications, CS or engineering.
• 3+ years supporting enterprise telecom, contact center, or UC environments.
• Experience with VoIP, SIP, telecom infrastructure, and carrier services in a large enterprise.
• Experience with Genesys Contact Center platforms and operations.
• Knowledge of voice network tech, routing, trunking, and troubleshooting methods.
• Experience with incident, problem, and change management processes.
• Ability to work independently and prioritize in a fast-paced environment.
• Strong 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-related incidents per SLAs.
• Participate in a 24x7 on-call rotation and respond to incidents and outages.
• Support routing strategies, call flows, agent configurations, reporting, and workforce optimization.
• Coordinate with carriers, vendors, and internal teams to resolve issues and implement changes.
• Perform system administration, maintenance, upgrades, patching, and configuration for supported platforms.
• Analyze recurring issues and perform root cause analysis to improve reliability.
• Execute changes following change management and documentation processes.
• Develop and maintain runbooks and knowledge articles.

Skills

Genesys

VoIP

SIP

Incident Management

Change Management

Automation/Scripting

AI in Operations

ITIL

Vendor Management

Education

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

Tools

Genesys WFM

VoIP/Telecom Infrastructure

Job description

Humana Inc. is seeking a Cloud Solutions Engineer 2 to support the organization’s contact center infrastructure and integrated services in a remote-capable, enterprise environment.

The role focuses on Genesys platforms, WFM, VoIP, SIP, monitoring, and automation to improve service availability and performance. It requires 3+ years of telecom and contact center experience and a proactive, collaborative approach.