Remote Cloud Solutions Engineer II — AI-Driven Contact Center

Humana Inc; Denver (CO); A distancia; USD 89.000 - 121.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Bonus plan

Descripción de la vacante

Humana Inc. is seeking a Cloud Solutions Engineer 2 to support Genesys contact center platforms, WFM, and VoIP infrastructure in a remote-capable role. You will troubleshoot incidents, implement changes, and optimize configurations across enterprise voice services.

You will engage with carriers and internal teams, drive automation and AI-driven improvements, and participate in on-call rotation to ensure service reliability and business continuity.

Formación

• Bachelor's degree in IT/Telecommunications/CS or equivalent experience.
• 3+ years support enterprise telecommunications, contact center, or UC environments.
• Experience with VoIP, SIP, telecom infra in large enterprises.
• Experience with Genesys Contact Center platforms and operations.
• Knowledge of voice networks, call routing, trunking, and troubleshooting.
• Experience with incident, problem, and change management.
• Ability to work independently and manage multiple tasks in a fast-paced setting.
• Strong written and verbal communication for technical and non-technical stakeholders.

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.
• Maintain routing strategies, call flows, agent configs, and reporting.
• Coordinate with carriers, vendors and internal teams to resolve issues.
• Perform system admin, upgrades, patching, and configuration management.
• Analyze recurring issues and perform root cause analysis.
• Execute infrastructure changes per change management processes.
• Develop runbooks and knowledge articles for operation teams.
• Identify automation opportunities and leverage AI-enabled solutions.
• Support disaster recovery, high availability and business continuity.

Conocimientos

Genesys expertise

WFM knowledge

VoIP

Incident management

Automation scripting

AI-driven optimization

On-call support

Communication

Educación

Bachelor's degree in IT/Telecom/CS

Herramientas

Genesys

WFM

VoIP

SIP

Monitoring tools

ITIL concepts

Descripción del empleo

Humana Inc. is seeking a Cloud Solutions Engineer 2 to support Genesys contact center platforms, WFM, and VoIP infrastructure in a remote-capable role. You will troubleshoot incidents, implement changes, and optimize configurations across enterprise voice services.

You will engage with carriers and internal teams, drive automation and AI-driven improvements, and participate in on-call rotation to ensure service reliability and business continuity.