Remote Cloud Solutions Engineer - Genesys & Automation

Humana Inc; Helena (MT); Remote; USD 89,000 - 121,000; Full time

Job summary

Humana Inc. is seeking a Cloud Solutions Engineer 2 to sustain and improve the organization’s contact center infrastructure, including Genesys, WFM, VoIP, and SIP services, in a remote U.S. role.

You will monitor and troubleshoot to ensure high availability, participate in on-call rotation, and work with carriers and internal teams to drive reliability and performance. Emphasis on automation and AI-driven improvements will be a focus.

Qualifications

• Bachelor's degree in IT, Telecommunications, CS, Engineering, or related field
• 3+ years supporting enterprise telecommunications, contact center, or unified communications environments
• Experience with VoIP, SIP, telecom infrastructure and carrier services in large enterprise
• Experience with Genesys Contact Center platforms and operations
• Knowledge of voice network technologies, call routing, trunking, and troubleshooting methodologies
• Experience with incident, problem, and change management processes
• Ability to work independently and prioritize multiple tasks in a fast-paced environment
• Strong verbal and written communication with technical and non-technical stakeholders

Responsibilities

• Provide operational support for Genesys, WFM, VoIP, SIP, and telecom platforms.
• Monitor, troubleshoot, and resolve voice, contact center, and carrier incidents.
• Participate in a 24x7 on-call rotation to support critical services.
• Support and maintain routing, agent configurations, reporting, and workforce optimization.
• Coordinate with carriers, vendors, and internal teams to resolve issues.
• Perform system administration, upgrades, patching, and configuration management.
• Develop and maintain runbooks and technical documentation.
• Identify opportunities to automate workflows and apply AI-enabled solutions.

Skills

Operational monitoring

Incident management

Root cause analysis

Change management

Communication

Independent work

Education

Bachelor's degree in IT, Telecommunications, CS, Engineering or related field

Tools

Genesys Cloud

WFM

VoIP

SIP

APIs

Orchestration tools

Job description

Humana Inc. is seeking a Cloud Solutions Engineer 2 to sustain and improve the organization’s contact center infrastructure, including Genesys, WFM, VoIP, and SIP services, in a remote U.S. role.

You will monitor and troubleshoot to ensure high availability, participate in on-call rotation, and work with carriers and internal teams to drive reliability and performance. Emphasis on automation and AI-driven improvements will be a focus.