Remote Cloud Solutions Engineer – Contact Center Ops

Humana Inc; Augusta (ME); Remote; USD 89,000 - 121,000; Full time

Job summary

Humana Inc. seeks a Cloud Solutions Engineer 2 to support and improve Genesys Contact Center platforms, WFM, VoIP, SIP, and monitoring. The role involves 24x7 on-call, incidents management, and collaboration with carriers and internal teams to ensure high availability and service continuity.

You will drive automation, AI-enabled improvements, and changes while maintaining regulatory and security standards across telecommunications systems.

Qualifications

• 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 operations.
• Knowledge of voice network technologies, call routing, trunking, and telecom troubleshooting.
• Experience with incident, problem, and change management processes.
• 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 24x7 on-call rotation and respond to incidents and outages.
• Support contact center routing, call flows, agent configurations, reporting, and WFM.
• 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 conduct root-cause analysis to improve reliability.
• Implement changes following change management and documentation processes.
• Develop runbooks and knowledge articles; maintain operational procedures.
• Identify opportunities to automate workflows using scripting and AI-enabled solutions.
• Leverage AI to enhance monitoring, incident response, and service delivery.
• Support disaster recovery, business continuity, and high-availability initiatives.
• Collaborate with stakeholders to translate requirements into process/tech improvements.
• Ensure security, governance, and operational standards compliance.

Skills

Education leadership

Education

Bachelor's degree in information technology, Telecommunications, Computer Science, Engineering, or related field, or equivalent experience

Job description

Humana Inc. seeks a Cloud Solutions Engineer 2 to support and improve Genesys Contact Center platforms, WFM, VoIP, SIP, and monitoring. The role involves 24x7 on-call, incidents management, and collaboration with carriers and internal teams to ensure high availability and service continuity.

You will drive automation, AI-enabled improvements, and changes while maintaining regulatory and security standards across telecommunications systems.