Genesys Cloud Access Management

Humana•Nashville, TN

2d•$89,000 - $121,400•Remote

About The Position

The Cloud Solutions Engineer 2 supports the development and execution of cloud implementation strategy within the organization’s existing IT infrastructure. The role implements cloud strategy from a technical perspective, including the design, planning, integration, maintenance, and support of cloud architecture. It is also responsible for designing, implementing, administering, maintaining, and supporting the Genesys Cloud CX platform and related contact center technologies. The position partners with business stakeholders, operations teams, telecommunications providers, and technical teams to deliver scalable, reliable, customer-focused contact center solutions. The position makes decisions about work methods, including in occasionally ambiguous situations, and generally requires minimal direction while following established guidelines, procedures, and change-management practices. It collaborates with product managers and engineers on specifications for cloud products, services, applications, and solutions; supports cloud management platform rollouts and enhancements; and processes telephony move/add/change requests. The role may be remote, with occasional travel to Humana offices for training or meetings. Home or hybrid employees must have internet service with at least 25 Mbps download and 10 Mbps upload and work from a dedicated space that protects member PHI/HIPAA information.

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.
Passion for contributing to an organization focused on continuously improving consumer experiences.
For home or hybrid work, self-provided internet service must provide at least 25 Mbps download and 10 Mbps upload; a wireless, wired cable, or DSL connection is suggested.
For home or hybrid work, maintain a dedicated workspace without ongoing interruptions to protect member PHI/HIPAA information.

Nice To Haves

Three years of experience administering, supporting, and implementing Genesys Cloud CX or other enterprise contact center platforms (listed as preferred).
Master’s degree.
Prior experience in a healthcare environment.

Responsibilities

Administer, configure, and support Genesys Cloud CX, 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 solutions aligned with operational and customer-experience objectives.
Monitor platform performance, call quality, availability, and service levels; identify and resolve issues affecting customer interactions.
Develop and maintain contact center reporting, dashboards, and analytics to provide operational insights and support business decisions.
Support integrations between Genesys Cloud CX and enterprise systems, including 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 organizational 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 and maintain 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 and engage Genesys, telecommunications carriers, and third-party providers to resolve issues and implement solutions.
Process move, add, and change requests related to contact center operations, telephony services, user provisioning, and platform configuration.
Align Genesys Cloud CX capabilities with business requirements and customer-experience initiatives, using an understanding of organizational goals.
Make decisions about work methods, including in occasionally ambiguous situations, with minimal direction and guidance as needed.
Follow operational procedures, change-management processes, and support practices to maintain a highly available and reliable contact center environment.
Support cloud management platform rollouts, evaluate performance, and implement enhancements.
Collaborate with product managers and engineers to develop specifications for cloud-based products, services, applications, and solutions.