Lead Cloud Engineer - Contact Center Technology
About The Position
The Lead Cloud Solutions Engineer provides senior-level solutions engineering leadership for Humana's cloud-based CCaaS platforms, including Genesys Cloud and Google CX Agent Studio. This role drives implementation, integration, migration, and modernization efforts, including the Nuance Migration Project, by translating business needs into secure, scalable, and reliable technical solutions. The role partners across product, engineering, operations, architecture, security, compliance, and vendor teams. This partnership delivers cloud-enabled contact center capabilities aligned with Humana's modernization standards, approved design patterns, and operational expectations. This position represents a senior technical leadership role combining deep hands-on engineering expertise, architecture ownership, and cross-functional leadership. The Lead Cloud Engineer sets technical direction, defines standards, and ensures successful delivery of scalable, secure, and high-performing cloud-based customer experience platforms. The role handles highly complex challenges, influences enterprise technology strategy, and operates with broad autonomy. The Lead Cloud Solutions Engineer is a senior hands-on technology leader within Humana's Customer Experience Center Platform ecosystem. This leader is focused on delivering practical, scalable, and secure cloud-based solutions across platforms such as Genesys Cloud and Google CX Agent Studio. This role partners closely with product teams, engineering teams, operations, enterprise architecture, and vendor partners to translate business needs into effective technical solutions. The Lead Cloud Solutions Engineer drives solution design, implementation planning, platform integration, automation, and delivery execution while ensuring alignment with enterprise standards for security, reliability, compliance, and performance. The role emphasizes solutions engineering, hands-on technical leadership, platform enablement, and delivery outcomes rather than enterprise architecture ownership. The Lead serves as a technical problem-solver and engineering advisor, helping teams modernize contact center capabilities, improve customer and associate experiences, and maximize the value of Humana's cloud-based CCaaS investments.
Requirements
- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
- 10+ years of experience delivering complex software, cloud, SaaS, or platform-based technology solutions.
- Experience leading technical delivery for cloud, SaaS, CCaaS, customer experience, or enterprise integration platforms.
- Hands-on experience with solution implementation, application integration, APIs, cloud services, automation, testing, troubleshooting, and production support.
- Experience working with cross-functional teams, including product, engineering, operations, architecture, security, compliance, and vendor partners.
- Strong analytical, problem-solving, communication, and technical leadership skills.
- Ability to guide engineering teams, influence technical decisions, and drive delivery outcomes in a matrixed environment.
- Commitment to improving customer, member, and associate experiences through reliable and modern technology solutions.
Nice To Haves
- Experience with CCaaS platforms such as Genesys Cloud, NICE, Five9, Amazon Connect, or similar customer engagement platforms.
- Experience with Google CX Agent Studio, Dialogflow CX, Vertex AI, BigQuery, Cloud Run, GKE, or other GCP services.
- Experience delivering conversational AI, IVR, virtual agent, speech recognition, routing, chat, messaging, or contact center automation solutions.
- Experience integrating CCaaS platforms with enterprise systems such as Salesforce, ServiceNow, Microsoft Dynamics, identity providers, data platforms, and API gateways.
- Experience with cloud migration, platform modernization, vendor transition, or legacy platform retirement initiatives.
- Understanding of cloud security, IAM, networking, monitoring, logging, cost optimization, and operational support practices.
- Experience with Agile, SAFe, or hybrid delivery models.
- Experience creating technical documentation, implementation patterns, operational runbooks, and engineering best practices.
- Healthcare or regulated industry experience preferred.
- Hands-on experience with Google Cloud Platform services for customer experience, contact center, conversational AI, or enterprise integration use cases.
- Experience with Google CX Agent Studio or Dialogflow CX, including agent design, conversation flows, intents, entities, fulfillment, integrations, and environment management.
- Experience with Vertex AI or other AI/ML capabilities for customer experience use cases, including model consumption, prompt-based solutions, inference, and AI-enabled automation.
- Experience using BigQuery for reporting, analytics, operational insights, conversation analysis, or large-scale data processing.
- Experience with Cloud Run, Google Kubernetes Engine, Compute Engine, or similar services for scalable application and integration deployments.
- Understanding of GCP security and operational practices, including IAM, service accounts, networking, logging, monitoring, alerting, and cost management.
- Experience integrating GCP services with CCaaS platforms, APIs, webhooks, event streams, enterprise applications, data platforms, and identity services.
- Exposure to speech recognition, text-to-speech, natural language processing, conversation analytics, sentiment analysis, and AI-driven contact center insights.
- Experience implementing observability, logging, monitoring, and troubleshooting practices for cloud-based conversational AI and contact center solutions.
Responsibilities
- Lead solutions engineering and technical delivery for Humana's cloud-based Contact Center as a Service platforms, including Genesys Cloud, Google CX Agent Studio / Dialogflow CX, and related GCP services.
- Translate business, product, and operational requirements into secure, scalable, and supportable technical solutions.
- Provide hands-on technical guidance for platform configuration, application integration, API enablement, automation, testing, deployment readiness, troubleshooting, and production stabilization.
- Support major modernization and migration initiatives, including legacy platform exits and the Nuance migration, by driving technical execution and removing delivery blockers.
- Partner with product, software engineering, cloud engineering, operations, enterprise architecture, security, compliance, and vendor teams to deliver high-quality CCaaS and conversational AI capabilities.
- Lead implementation of omnichannel customer engagement solutions, including voice, chat, routing, authentication, virtual agents, automation, reporting, and analytics.
- Promote reusable engineering patterns, implementation standards, documentation, and operational best practices.
- Evaluate and pilot emerging capabilities in conversational AI, cloud-native platforms, analytics, and automation to improve customer and associate experiences.
- Ensure delivered solutions meet enterprise expectations for security, compliance, reliability, scalability, observability, performance, and cost efficiency.
- Serve as a senior technical advisor and escalation point for complex platform, integration, and production issues.
- Mentor engineers and contribute to a collaborative engineering culture focused on delivery quality, operational stability, and continuous improvement.
- Use your skills to make an impact
Benefits
- medical
- dental
- vision
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Senior
