Cloud Solutions Engineer 2

About this role

Become a part of our caring community   The Cloud Solutions Engineer 2 Supports development and execution of cloud implementation strategy within organization's existing IT infrastructure. The Cloud Solutions Engineer 2 work assignments are varied and frequently require interpretation and independent determination of the appropriate courses of action.

The Cloud Solutions Engineer 2 Implements organization's cloud strategy from a technical perspective, including design, planning, integration, maintenance and support of cloud architecture. This position is also responsible for the design, implementation, administration, maintenance, and support of the organization's Genesys Cloud CX platform and related contact center technologies. This role partners with business stakeholders, operations teams, telecommunications providers, and technical teams to deliver scalable, reliable, and customer-focused contact center solutions. Understands department, segment, and organizational strategy and operating objectives, including their linkages to related areas. Makes decisions regarding work methods, occasionally in ambiguous situations, and requires minimal direction while receiving guidance when needed. Follows established guidelines, procedures, and change management practices. Collaborates with product managers and engineers to develop specifications for new cloud based products/services, applications and solutions. Drives the roll-out of cloud management platforms, evaluates its performance and implements enhancements. Also responsible for processing move/add/change requests pertaining to telephony systems. Understands department, segment, and organizational strategy and operating objectives, including their linkages to related areas. Makes decisions regarding own work methods, occasionally in ambiguous situations, and requires minimal direction and receives guidance where needed. Follows established guidelines/procedures.

Key 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.

Use your skills to make an impact   Required Qualifications • 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. • Must be passionate about contributing to an organization focused on continuously improving consumer experiences

Additional Information Why Humana? At Humana, we know your well-being is important to you, and it's important to us too. That's why we're committed to making resources available to you that will enable you to become happier, healthier, and more productive in all areas of your life. Just to name a few: • 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

If you share our passion for helping people, we likely have the right place for you at Humana. 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 recommended; wireless, wired cable or DSL connection

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