Principal Emerging Technology Engineer

Humana • Washington DC, DC

1d • Remote

About The Position

Become a part of our caring community and help us put health first The Principal Solution Engineer of Omni-Channel Solutions will lead strategic initiatives to deliver seamless customer experiences across digital and contact center platforms, serving as the IT owner. This role demands deep expertise in contact center technologies, cloud-based solutions, and AI-driven conversational platforms, combined with strong delivery experience in Chat solution using Genesys and Google. The ideal candidate will blend technical proficiency with visionary leadership to drive innovation, operational excellence, and transformation. Key Responsibilities Define and execute the omni-channel strategy across voice, digital, and self-service channels. Lead architecture and deployment of contact center technologies, ensuring scalability, reliability, and security. Oversee integration of Genesys Cloud and Google CCAI/CES for advanced conversational AI experiences. Collaborate with cross-functional teams to align technology solutions with business objectives. Manage vendor relationships, Drive continuous improvement through analytics, automation, and emerging technologies. Mentor and develop a high-performing team of solution engineers. Use your skills to make an impact

Requirements

• 7+ years in Contact Center Technologies, with 5+ years of Genesys Cloud experience.
• Strong experience in delivering Voice and Chat solution using bots.
• Proven expertise with Genesys Messenger, Google CCAI/CES conversational AI solutions.
• Minimum 10 years of development experience, including leading the development activities.
• Strong understanding of omni-channel customer engagement strategies.
• Excellent communication and stakeholder management skills.
• Ability to drive innovation and deliver measurable business outcomes.

Nice To Haves

• Knowledge of cloud migration strategies and security best practices.
• Familiarity with AI/ML applications in customer experience.
• Experience in telecom or large-scale enterprise environments.
• Proven success in delivering the Chat solutions

Responsibilities

• Define and execute the omni-channel strategy across voice, digital, and self-service channels.
• Lead architecture and deployment of contact center technologies, ensuring scalability, reliability, and security.
• Oversee integration of Genesys Cloud and Google CCAI/CES for advanced conversational AI experiences.
• Collaborate with cross-functional teams to align technology solutions with business objectives.
• Manage vendor relationships
• Drive continuous improvement through analytics, automation, and emerging technologies.
• Mentor and develop a high-performing team of solution engineers.

Benefits

• Humana provides medical, dental and vision benefits, 401(k) retirement savings plan, time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Principal
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees