Remote Cloud Solutions Engineer II: Genesys & AI Ops

Humana Inc; Carson City (NV); Remote; USD 89,000 - 121,000; Full time

Benefits offered by this job

Bonus incentive plan

Job summary

Humana Inc. is seeking a Cloud Solutions Engineer 2 to provide operational support, maintenance, and continuous improvement of the contact center infrastructure, including Genesys, WFM, VoIP, and SIP services.

This role participates in a 24x7 on-call rotation, collaborates with carriers and internal teams, and focuses on automation, AI-driven solutions, and high-availability for voice and contact center operations.

Qualifications

• Bachelor's degree or equivalent in IT/Telecom/CS/Engineering.
• 3+ years supporting enterprise telecom, contact center, or UC environments.
• Experience with VoIP, SIP, telecom infrastructure in large enterprises.
• Experience with Genesys Contact Center platforms.
• Knowledge of voice networks and troubleshooting methods.
• Experience with incident, problem, and change management.
• Strong communication and prioritization in fast-paced ops.

Responsibilities

• Provide operational support for Genesys CC, WFM, VoIP, SIP platforms.
• Monitor, troubleshoot, and resolve incidents per SLAs.
• Participate in 24x7 on-call rotation and respond to incidents.
• Maintain routing strategies, call flows, and agent configurations.
• Collaborate with carriers, vendors, and internal teams to resolve issues.
• Perform system administration, upgrades, patching, and config mgmt.
• Analyze recurring issues and perform root cause analysis.
• Implement changes with proper change management and docs.
• Develop runbooks and knowledge articles; automate workflows.
• Leverage AI to improve monitoring and incident response.
• Support disaster recovery and high-availability initiatives.

Skills

Genesys CC

VoIP & SIP

Incident mgmt

Change mgmt

Automation scripts

AI automation

Communication skills

Education

Bachelor's degree or equivalent

Tools

Genesys Platform

WFM systems

Monitoring tools

Job description

Humana Inc. is seeking a Cloud Solutions Engineer 2 to provide operational support, maintenance, and continuous improvement of the contact center infrastructure, including Genesys, WFM, VoIP, and SIP services.

This role participates in a 24x7 on-call rotation, collaborates with carriers and internal teams, and focuses on automation, AI-driven solutions, and high-availability for voice and contact center operations.