Remote Cloud Solutions Engineer II — Contact Center Ops

Humana Inc; Topeka (KS); Remote; USD 89,000 - 121,000; Full time

Job summary

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

You will participate in a 24x7 on-call rotation, implement changes, and drive automation to improve reliability and performance. In this role you will monitor voice and contact center platforms, manage incidents, coordinate with carriers and internal teams, and develop runbooks and technical documentation to enable scalable,

Qualifications

• Experience supporting enterprise telecom, contact center, or unified communications environments.
• Experience with Genesys Contact Center platforms.
• Knowledge of voice network technologies, call routing, trunking, and telecom troubleshooting methodologies.
• Experience with incident management, problem management, and change management processes.
• Ability to work independently and prioritize multiple assignments in a fast-paced 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, and 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.

Skills

Genesys

WFM

VoIP

SIP

Monitoring

Incident management

Automation

AI-driven solutions

On-call rotation

Team collaboration

Education

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

Tools

Genesys Cloud

SIP infrastructure

Job description

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

You will participate in a 24x7 on-call rotation, implement changes, and drive automation to improve reliability and performance. In this role you will monitor voice and contact center platforms, manage incidents, coordinate with carriers and internal teams, and develop runbooks and technical documentation to enable scalable,