Cloud Solutions Engineer

🔥 2 minutes ago

🇺🇸 United States – Remote

💵 $89k - $121.4k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

☁️ Cloud Engineer

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👻 Ghost score 0%

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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

• 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 according to service level objectives • Participate in a 24x7 on-call rotation for critical incidents, outages, and service disruptions • Support and maintain contact center routing strategies, call flows, agent configurations, reporting, and workforce optimization functions • Coordinate with carriers, service providers, vendors, and internal technology teams to resolve issues and implement changes • Perform system administration, maintenance, upgrades, patching, and configuration management • Analyze recurring issues and perform root cause analysis • Execute infrastructure changes under established change management and documentation processes • Develop and maintain operational procedures, technical documentation, support runbooks, and knowledge articles • Improve workflows and business processes through automation, scripting, and AI-enabled solutions • Leverage AI and emerging technologies for monitoring, reporting, incident response, troubleshooting, and service delivery efficiency • Support disaster recovery, business continuity, and high-availability initiatives • Collaborate with business stakeholders to understand requirements and recommend process and technology improvements • Ensure compliance with security, governance, and operational standards • Independently evaluate technical issues, determine corrective actions, and implement solutions

🎯 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 prioritize multiple assignments in a fast-paced operational environment • Strong verbal and written communication skills with technical and non-technical stakeholders • Self-provided internet service with minimum download speed of 25 Mbps and upload speed of 10 Mbps • Dedicated workspace without ongoing interruptions to protect PHI/HIPAA information • Preferred: 5+ years of experience supporting enterprise contact center and telecommunications technologies • Preferred: Experience with cloud-based contact center technologies and migration initiatives • Preferred: Experience developing automation through scripting, workflows, APIs, or orchestration tools • Preferred: Experience leveraging AI or automation technologies to improve operational efficiency • Preferred: Knowledge of ITIL service management practices • Preferred: Experience managing vendor relationships • Preferred: Industry certifications such as Genesys Cloud, SAFe, ITIL, or AWS

🏖️ Benefits

• Bonus incentive plan based on company and/or individual performance • 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 • Personal wellness and smart healthcare decision support • Remote work arrangement • Occasional travel to Humana offices for training or meetings