Cloud Solutions Engineer 2

Humana is a U.S. healthcare company providing insurance and healthcare services. The Cloud Solutions Engineer 2 supports and maintains enterprise contact center infrastructure, including Genesys, Workforce Management, VoIP, SIP, and telecommunications platforms, while ensuring reliability and availability. The role also handles incident response, system improvements, automation, AI-enabled solutions, and 24x7 operational support.

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

Requirements:

• 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 VoIP, SIP, telecommunications infrastructure, and carrier services in a large enterprise environment
• 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
• Experience troubleshooting complex technical issues and performing root cause analysis
• Ability to work independently and effectively prioritize multiple assignments in a fast-paced operational environment
• Strong verbal and written communication skills with the ability to interact with technical and non-technical stakeholders
• 5+ years of experience supporting enterprise contact center and telecommunications technologies
• Experience supporting cloud-based contact center technologies and migration initiatives
• Experience developing automation solutions through scripting, workflows, APIs, or orchestration tools
• Demonstrated experience leveraging Artificial Intelligence (AI) or automation technologies to improve operational efficiency, monitoring, reporting, or service delivery
• Knowledge of ITIL service management practices
• Experience managing vendor relationships
• Industry certifications such as: Genesys Cloud, SAFe, ITIL or AWS