Cloud Solutions Engineer – Level 2

🔥 0 minutes ago

🐎 Kentucky, Tennessee, +1 more states – Remote

🐎 Kentucky – Remote 🎸 Tennessee – Remote 🤠 Texas – Remote

💵 $89k - $121.4k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

☁️ Cloud Engineer

🦅 H1B Visa Sponsor

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Humana

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1961

🏥 Healthcare

🛡️ Insurance

⚕️ Healthcare Insurance

Healthcare • Insurance • Healthcare Insurance

Humana is a healthcare company dedicated to making a positive impact on the health of individuals, communities, and the healthcare system as a whole. With a focus on putting health first, Humana serves a diverse range of populations, including seniors and the military, providing Medicare Advantage HMO, PPO, and PFFS plans. Humana is committed to fostering a culture of belonging and mutual respect, offering competitive and flexible benefits to ensure the financial security of its employees and their families. The company prides itself on creating an inclusive workplace where everyone has the opportunity to succeed.

📋 Description

• Support development and execution of cloud implementation strategy within the existing IT infrastructure • Implement and maintain cloud strategy, architecture, integrations, administration, maintenance, and support • 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 • Gather requirements and deliver contact center solutions aligned with operational and customer experience objectives • Monitor platform performance, call quality, availability, and service levels; identify and resolve issues • Develop and maintain contact center reporting, dashboards, and analytics • Support integrations with CRM platforms, workforce management systems, Microsoft Teams, and other business applications • Coordinate testing, deployment, and validation for new functionality, platform releases, and configuration changes • Ensure compliance with security standards, regulatory requirements, and contact center governance practices • Troubleshoot complex platform, telephony, routing, and customer interaction issues with vendors and internal support teams • Create technical documentation, configuration standards, knowledge articles, and operational procedures • Serve as a Genesys Cloud CX subject matter expert, providing technical guidance, mentoring, and best practices • Manage vendor relationships with Genesys, telecommunications carriers, and third-party providers • Process move, add, and change requests for contact center operations, telephony services, user provisioning, and platform configuration • Align Genesys Cloud CX capabilities with business requirements and customer experience initiatives • Follow operational procedures, change management processes, and support practices to maintain a highly available contact center environment • Occasional travel to Humana offices for training or meetings may be required

🎯 Requirements

• 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 • 3 years of experience administering, supporting, and implementing Genesys Cloud CX or other enterprise contact center platforms preferred • Passion for contributing to an organization focused on continuously improving consumer experiences • Minimum 25 Mbps download speed and 10 Mbps upload speed for home internet • Dedicated workspace without ongoing interruptions to protect member PHI / HIPAA information

🏖️ Benefits

• 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 • Company and personal holidays • Paid parental and caregiver leave • Short-term and long-term disability • Life insurance • Telephone equipment appropriate to meet business requirements • Bi-weekly internet expense payment for employees who live and work from Home in California, Illinois, Montana, or South Dakota