Remote Cloud Solutions Engineer — 24/7 Ops & AI-Driven

Humana Inc; Dover (DE); A distancia; USD 89.000 - 121.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical insurance

Dental insurance

Vision insurance

401(k) plan

Paid time off

Disability insurance

Life insurance

Descripción de la vacante

Humana Inc. is seeking a Cloud Solutions Engineer 2 to oversee the operational support, maintenance, and continuous improvement of the conversational communications stack.

You will manage Genesys Contact Center platforms, WFM, and VoIP/SIP, ensuring high availability and performance while participating in a 24x7 on-call rotation. The role emphasizes automation, AI-driven optimization, and collaboration with carriers, vendors, and internal teams to deliver reliable services and resilient business

Formación

• Bachelor's degree or equivalent education and experience.
• 3+ years supporting enterprise telecom or unified communications.
• Experience with VoIP, SIP, and carrier services in large enterprises.
• Experience with Genesys Contact Center platforms.
• Strong voice network and troubleshooting knowledge.
• Experience with incident, problem, and change management.
• Ability to work independently in a fast-paced environment.
• Excellent verbal and written communication.

Responsabilidades

• Provide operational support for Genesys, WFM, VoIP, SIP, and telecom platforms.
• Monitor and resolve voice, contact center, and carrier incidents per SLAs.
• Participate in 24x7 on-call rotation for critical incidents.
• Support routing, call flows, agent configurations, reporting, and WFM.
• Coordinate with carriers, vendors, and internal teams to resolve issues.
• Perform system administration, upgrades, patches, and config management.
• Analyze recurring issues and perform root cause analysis.
• Execute and support infrastructure changes with change management.
• Develop and maintain operational procedures and runbooks.
• Identify opportunities to automate workflows and leverage AI.
• Use AI/automation to improve monitoring, incident response, and service delivery.
• Support DR, BC, and high availability for voice/CC tech.
• Collaborate with stakeholders to improve processes.
• Ensure security, governance, and operational standards compliance.
• Independently evaluate issues and implement effective solutions.

Conocimientos

Genesys Contact Center

VoIP technologies

SIP

Incident management

Change management

Automation scripting

AI-enabled solutions

Vendor management

Communication skills

Independent work

Educación

Bachelor's degree in Information Technology / Telecommunications / Computer Science or related field

Herramientas

WFM systems

Monitoring tools

ITIL tools

Descripción del empleo

Humana Inc. is seeking a Cloud Solutions Engineer 2 to oversee the operational support, maintenance, and continuous improvement of the conversational communications stack.

You will manage Genesys Contact Center platforms, WFM, and VoIP/SIP, ensuring high availability and performance while participating in a 24x7 on-call rotation. The role emphasizes automation, AI-driven optimization, and collaboration with carriers, vendors, and internal teams to deliver reliable services and resilient business