Remote Cloud Solutions Engineer — Genesys & AI Ops

Humana Inc; United States; Remote; USD 89,000 - 121,000; Full time

Job summary

Humana Inc. is seeking a Cloud Solutions Engineer 2 to provide operational support for Genesys Contact Center platforms, WFM, VoIP, SIP, and telecom services.

You will monitor, troubleshoot, and resolve incidents while participating in a 24x7 on-call rotation to ensure high availability and continuity. The role emphasizes automation, AI-enabled improvements, and collaboration with carriers and internal teams to optimize workflows and service delivery.

Qualifications

• Bachelor's degree in information technology, Telecommunications, Computer Science, Engineering, or related field, or equivalent combination of education and work experience.
• 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 environment.
• 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 effectively prioritize multiple assignments in a fast-paced operational 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, Workforce Management (WFM), VoIP, SIP, and telecommunications platforms.
• Monitor, troubleshoot, and resolve voice, contact center, and carrier-related incidents in accordance with established service level objectives.
• Participate in a 24x7 on-call support rotation and respond to critical incidents, outages, and service disruptions.
• Support and maintain contact center routing strategies, call flows, agent configurations, reporting, and workforce optimization functions.
• Coordinate with telecommunications carriers, service providers, vendors, and internal technology teams to resolve service issues and implement changes.
• Perform system administration, maintenance, upgrades, patching, and configuration management activities for supported platforms.
• Analyze recurring issues and perform root cause analysis to improve service reliability and reduce operational risk.
• Execute and support infrastructure changes while following established change management and documentation processes.
• Develop and maintain operational procedures, technical documentation, support runbooks, and knowledge articles.
• Identify opportunities to improve operational workflows and business processes through automation, scripting, and AI-enabled solutions.
• Leverage AI and emerging technologies to enhance monitoring, reporting, incident response, troubleshooting, or overall service delivery efficiency.
• Support disaster recovery, business continuity, and high-availability initiatives for voice and contact center technologies.
• Collaborate with business stakeholders to understand operational requirements and recommend process and technology improvements.
• Ensure compliance with security, governance, and operational standards related to telecommunications and contact center systems.
• Independently evaluate technical issues, determine appropriate corrective actions, and implement effective solutions to maintain service quality and operational excellence.
• Use your skills to make an impact.

Skills

Genesys

WFM

VoIP

SIP

On-call 24x7

Automation

AI-driven

Communication

Education

Bachelor's degree or equivalent

Tools

Genesys Cloud

Job description

Humana Inc. is seeking a Cloud Solutions Engineer 2 to provide operational support for Genesys Contact Center platforms, WFM, VoIP, SIP, and telecom services.

You will monitor, troubleshoot, and resolve incidents while participating in a 24x7 on-call rotation to ensure high availability and continuity. The role emphasizes automation, AI-enabled improvements, and collaboration with carriers and internal teams to optimize workflows and service delivery.