Genesys Cloud Access Management

Humana

2d•$89,000 - $121,400•Remote

About The Position

The Genesys Cloud Access Management position supports the design, implementation, administration, and optimization of the Genesys contact center platform for Humana Military. The role focuses on access management, user lifecycle administration, and platform governance, while supporting contact center and customer experience strategies and integration with existing IT and telecommunications infrastructure. The associate provisions and deprovisions user accounts; manages roles, permissions, groups, queues, and authentication controls; and helps ensure compliance with organizational security and regulatory requirements. The role partners with business, operations, security, and technology teams to maintain appropriate access and platform integrity, security, and performance. It also supports identity and access management processes, audits, reporting, remediation, role-based access controls, single sign-on integrations, and governance practices. The position additionally contributes to Genesys Cloud maintenance, enhancements, and operational support. Assignments require interpreting business and technical requirements, exercising independent judgment, resolving complex issues, improving operational efficiency, and supporting Humana Military's strategic objectives. This is a remote position with occasional travel to Humana offices potentially required for training or meetings. Home or hybrid employees must have internet service with at least 25 Mbps download and 10 Mbps upload and a dedicated workspace that protects member PHI/HIPAA information.

Requirements

Bachelor's degree in Computer Science, Information Systems, Telecommunications, Cybersecurity, or a related field, or an equivalent combination of education and experience.
At least 3 years of experience administering and supporting Genesys Cloud CX in a production environment.
Experience managing user provisioning and deprovisioning, roles, permissions, groups, queues, and division-based access controls within Genesys Cloud.
Knowledge of IAM concepts, including role-based access control (RBAC), least-privilege principles, single sign-on (SSO), and multi-factor authentication (MFA).
Experience troubleshooting and resolving user access, authentication, and authorization issues.
Strong analytical, problem-solving, and communication skills, with the ability to work independently and manage multiple priorities.
Experience partnering with business, operations, security, and technology teams to support access governance and compliance requirements.
Passion for contributing to an organization focused on continuously improving consumer experiences.
U.S. citizenship is required because the Department of Defense contract requires it.
For home or hybrid home/office work, self-provided internet service must provide at least 25 Mbps download and 10 Mbps upload; a dedicated workspace is required to protect member PHI/HIPAA information.

Nice To Haves

Master's degree in Computer Science, Information Systems, Cybersecurity, or a related field.
Genesys Cloud CX certifications, such as Administrator, Professional, or equivalent.
Experience supporting access governance, audit readiness, and compliance activities in a regulated healthcare, government, or military-support environment.

Responsibilities

Administer and govern access within the Genesys Cloud platform.
Manage user provisioning, deprovisioning, role assignments, and permission sets.
Perform periodic access reviews, audits, and compliance reporting.
Support integration with Identity and Access Management (IAM) solutions, including SSO and MFA.
Maintain queue, division, group, and organizational access structures.
Troubleshoot and resolve access-related issues affecting agents, supervisors, and administrators.
Collaborate with Security, Compliance, and Operational teams to enforce access governance standards.
Support Genesys platform enhancements, upgrades, and operational initiatives.
Document access management processes, standards, and technical procedures.
Ensure platform security and adherence to Humana and Humana Military policies and controls.
Support IAM processes, audits, reporting, and remediation activities.
Assist with implementing role-based access controls, single sign-on integrations, and governance best practices.
Support the design, implementation, administration, and optimization of the Genesys contact center platform.
Contribute to the maintenance, enhancement, and support of Genesys Cloud solutions.