Genesys Cloud - Contact Center L3 Support

Humana

1d•$89,000 - $121,400•Remote

About The Position

The Cloud Solutions Engineer 2 is responsible for operational support, maintenance, and continuous improvement of the organization’s contact center infrastructure and integrated services. The role provides day-to-day support for Genesys Contact Center platforms, Workforce Management (WFM) solutions, VoIP technologies, SIP services, and monitoring solutions, with the goal of maintaining high availability, reliability, and optimal performance of business-critical communication services. The position supports enterprise voice and contact center operations through proactive monitoring, incident management, troubleshooting, change implementation, and system optimization. It participates in a 24x7 on-call rotation and collaborates with internal teams, vendors, and carriers to maintain service excellence, operational stability, and business continuity. The role also seeks to improve workflows through automation and AI-driven solutions and identify efficiency opportunities across telecommunications and contact center operations. This is a remote position with possible occasional travel to Humana offices for training or meetings. Home or hybrid employees must have a dedicated workspace that protects member PHI/HIPAA information and internet service with at least 25 Mbps download and 10 Mbps upload speeds. The position is scheduled for 40 hours per week.

Requirements

Bachelor's degree in information technology, Telecommunications, Computer Science, Engineering, or a related field, or an equivalent combination of education and work experience.
At least 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 and ability to interact with technical and non-technical stakeholders.
Ability to participate in a 24x7 on-call support rotation.
For home work, a dedicated workspace that protects member PHI/HIPAA information and internet service with at least 25 Mbps download and 10 Mbps upload speeds.

Nice To Haves

At least 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 using artificial intelligence 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.
Experience thriving in a SAFe Agile organization.

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 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 for supported platforms.
Analyze recurring issues and perform root cause analysis to improve reliability and reduce operational risk.
Execute and support infrastructure changes while following change management and documentation processes.
Develop and maintain operational procedures, technical documentation, support runbooks, and knowledge articles.
Identify opportunities to improve workflows and business processes through automation, scripting, and AI-enabled solutions.
Use AI and emerging technologies to enhance monitoring, reporting, incident response, troubleshooting, and 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 corrective actions, and implement solutions that maintain service quality and operational excellence.