[Hiring] Genesys Cloud - Contact Center L3 Support @Humana

Role Description

The Cloud Solutions Engineer 2 is responsible for the operational support, maintenance, and continuous improvement of the organization's contact center infrastructure as well as integrated services. This role provides day-to-day support for Genesys Contact Center platforms, Workforce Management (WFM) solutions, VoIP technologies, SIP services, and monitoring solutions, ensuring high availability, reliability, and optimal performance of business-critical communication services.

The Cloud Solutions Engineer 2 supports enterprise voice and contact center operations through proactive monitoring, incident management, troubleshooting, change implementation, and system optimization. This position participates in a 24x7 on-call rotation to support critical communication services and collaborates with internal teams, vendors, and carriers to maintain service excellence, operational stability, and business continuity. The role also focuses on improving workflows, leveraging automation and AI-driven solutions, and identifying opportunities to increase efficiency across telecommunications and contact center operations.

Key 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.

Qualifications

• 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.

Preferred Qualifications

• 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.

Additional Information

The ideal candidate combines strong operational support experience with expertise in Genesys Contact Center, Workforce Management, VoIP technologies, telecommunications transport services, and contact center operations. They are comfortable supporting mission-critical systems in a 24x7 environment, thrive in a SAFe Agile organization, and continuously seek opportunities to improve processes through automation, AI-driven solutions, and operational excellence initiatives.

Work at Home Requirements

To ensure Home or Hybrid Home/Office employees’ ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office employees must meet the following criteria: 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. In certain roles, the minimum recommended internet speed required by Humana may not be sufficient for business needs. Humana reserves the right to require associates to upgrade their internet service if necessary. Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.

Travel

While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.

Scheduled Weekly Hours

40

Pay Range

The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.

$89,000 - $121,400 per year

This job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.

Description of Benefits

• Medical, dental, and vision benefits.
• 401(k) retirement savings plan.
• Time off (including paid time off, company and personal holidays, paid parental and caregiver leave).
• Short-term and long-term disability.
• Life insurance.
• Many other opportunities.

Application Deadline

10-22-2026

Equal Opportunity Employer

It is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status. It is also the policy of Humana to take affirmative action, in compliance with Section 503 of the Rehabilitation Act and VEVRAA, to employ and to advance in employment individuals with disability or protected veteran status, and to base all employment decisions only on valid job requirements.