Cloud Solutions Engineer 2

Summary

Humana is a healthcare company providing insurance and healthcare services. The Cloud Solutions Engineer 2 implements and supports cloud architecture and the Genesys Cloud CX contact center platform, partnering with stakeholders and technical teams to deliver reliable customer-focused solutions. The role also manages integrations, reporting, telephony, troubleshooting, documentation, compliance, and vendor relationships.

Responsibilities

• Administer, configure, and support the Genesys Cloud CX platform, including users, roles, divisions, queues, skills, routing methods, and telephony resources
• Configure and support inbound and outbound voice services, digital channels, chat, messaging, email, and callback functionality
• Implement and maintain telephony integrations, SIP trunking, carrier connectivity, call flows, and voice routing solutions
• Partner with business stakeholders to gather requirements and deliver contact center solutions that align with operational and customer experience objectives
• Monitor platform performance, call quality, availability, and service levels; proactively identify and resolve issues affecting customer interactions
• Develop and maintain contact center reporting, dashboards, and analytics to provide operational insights and support business decision-making
• Support integrations between Genesys Cloud CX and enterprise systems such as CRM platforms, workforce management systems, Microsoft Teams, and other business applications
• Coordinate testing, deployment, and validation activities for new functionality, platform releases, and configuration changes
• Ensure compliance with organizational security standards, regulatory requirements, and contact center governance practices
• Troubleshoot and resolve complex platform, telephony, routing, and customer interaction issues in collaboration with vendors and internal support teams
• Create and maintain technical documentation, configuration standards, knowledge articles, and operational procedures
• Serve as a subject matter expert for Genesys Cloud CX, providing technical guidance, mentoring, and best practices to team members and stakeholders
• Manage vendor relationships and engage Genesys, telecommunications carriers, and third-party providers to support issue resolution and solution implementation
• Process move, add, and change requests related to contact center operations, telephony services, user provisioning, and platform configuration
• Apply understanding of department, segment, and organizational goals to align Genesys Cloud CX capabilities with business requirements and customer experience initiatives
• Make decisions regarding work methods, occasionally in ambiguous situations, with minimal direction and guidance when needed
• Follow established operational procedures, change management processes, and support practices to maintain a highly available and reliable contact center environment

Skills

• Bachelor's degree in Computer Science, Information Technology, Telecommunications, Engineering, or a related technical field, or an equivalent combination of education and relevant work experience
• 3-5 years of experience in systems analysis or application programming development
• Must be passionate about contributing to an organization focused on continuously improving consumer experiences
• Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information
• At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is required; wireless, wired cable or DSL connection is suggested
• Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information
• While this is a remote position, occasional travel to Humana's offices for training or meetings may be required
• 3 years of experience administering, supporting, and implementing Genesys Cloud CX or other enterprise contact center platforms preferred

Qualifications

Must Haves

• Bachelor's degree in Computer Science, Information Technology, Telecommunications, Engineering, or a related technical field, or an equivalent combination of education and relevant work experience
• 3-5 years of experience in systems analysis or application programming development
• Must be passionate about contributing to an organization focused on continuously improving consumer experiences
• Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information
• At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is required; wireless, wired cable or DSL connection is suggested
• Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information
• While this is a remote position, occasional travel to Humana's offices for training or meetings may be required

Nice to Haves

• 3 years of experience administering, supporting, and implementing Genesys Cloud CX or other enterprise contact center platforms preferred

Benefits

• Work-Life Balance
• Generous PTO package
• Health benefits effective day 1
• Annual Incentive Plan
• 401K - Excellent company match
• Well-being program
• Paid Volunteer Time Off
• Medical, dental and vision benefits
• 401(k) retirement savings plan
• Paid time off
• Company and personal holidays
• Paid parental and caregiver leave
• Short-term and long-term disability
• Life insurance