Remote Cloud Solutions Engineer II

Humana Inc; Little Rock (AR); Teletrabalho; USD 89 000 - 121 000; Tempo integral

Resumo da oferta

Humana Inc. is seeking a Cloud Solutions Engineer 2 to support and optimize our Genesys-based contact center and unified communications infrastructure.

You will monitor and maintain voice platforms, participate in a 24x7 on-call rotation, and drive automation and AI-enabled improvements to enhance service delivery. The role emphasizes collaboration with internal teams, vendors, and carriers to ensure high availability, security, and operational excellence while supporting disaster recovery and

Qualificações

• Bachelor's degree in information technology, Telecommunications, Computer Science, Engineering, or a 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 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.
• Strong written and verbal communication skills.

Responsabilidades

• Provide operational support for Genesys Contact Center, WFM, VoIP, SIP, and telecommunications platforms.
• Monitor, troubleshoot, and resolve voice, contact center, and carrier-related incidents in line with SLAs.
• Participate in a 24x7 on-call rotation to support critical communications services.
• Support and maintain contact center routing strategies, call flows, agent configurations, and reporting.
• Coordinate with carriers, vendors, and internal teams to resolve issues and implement changes.
• Perform system administration, maintenance, upgrades, patching, and configuration management.

Conhecimentos

VoIP

SIP

Incident management

Change management

Automation

AI automation

Communication

Formação académica

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

Ferramentas

Genesys Cloud

WFM

VoIP systems

Descrição da oferta de emprego

Humana Inc. is seeking a Cloud Solutions Engineer 2 to support and optimize our Genesys-based contact center and unified communications infrastructure.

You will monitor and maintain voice platforms, participate in a 24x7 on-call rotation, and drive automation and AI-enabled improvements to enhance service delivery. The role emphasizes collaboration with internal teams, vendors, and carriers to ensure high availability, security, and operational excellence while supporting disaster recovery and