Cloud Solutions Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver operational support for Genesys Contact Center, Workforce Management, WFM, VoIP, SIP, and telecommunications platforms.

• Oversee, troubleshoot, and resolve voice, contact center, and carrier-related incidents in accordance with service level objectives.

• Engage in a 24x7 on-call rotation to address critical incidents, outages, and service disruptions.

• Assist in maintaining contact center routing strategies, call flows, agent configurations, reporting, and workforce optimization functions.

• Collaborate with carriers, service providers, vendors, and internal technology teams to resolve issues and implement changes.

• Conduct system administration, maintenance, upgrades, patching, and configuration management.

• Analyze recurring issues and perform root cause analysis.

• Implement infrastructure changes in line with established change management and documentation processes.

• Create and maintain operational procedures, technical documentation, support runbooks, and knowledge articles.

• Enhance workflows and business processes through automation, scripting, and AI-enabled solutions.

• Utilize AI and emerging technologies for monitoring, reporting, incident response, troubleshooting, and increasing service delivery efficiency.

• Support disaster recovery, business continuity, and high-availability initiatives.

• Work closely with business stakeholders to understand requirements and suggest process and technology enhancements.

• Ensure adherence to security, governance, and operational standards.

• Independently assess technical issues, identify corrective actions, and implement solutions.

⛳️ Requirements

• Bachelor's degree in information technology, Telecommunications, Computer Science, Engineering, or a related field, or an equivalent combination of education and work experience.

• 3+ years of experience in supporting enterprise telecommunications, contact center, or unified communications environments.

• Experience with VoIP, SIP, telecommunications infrastructure, and carrier services in a large enterprise setting.

• Background in supporting Genesys Contact Center platforms and contact center operations.

• Familiarity with voice network technologies, call routing, trunking, and telecommunications troubleshooting methodologies.

• Proficient in incident management, problem management, and change management processes.

• Skilled in troubleshooting complex technical issues and conducting root cause analysis.

• Ability to work autonomously and prioritize multiple tasks in a dynamic operational environment.

• Excellent verbal and written communication skills for engaging with both technical and non-technical stakeholders.

• Own internet service with a minimum download speed of 25 Mbps and upload speed of 10 Mbps.

• Maintain a dedicated workspace free from ongoing interruptions to safeguard PHI/HIPAA information.

• Preferred: 5+ years of experience in supporting enterprise contact center and telecommunications technologies.

• Preferred: Familiarity with cloud-based contact center technologies and migration initiatives.

• Preferred: Experience in developing automation through scripting, workflows, APIs, or orchestration tools.

• Preferred: Experience in leveraging AI or automation technologies to enhance operational efficiency.

• Preferred: Knowledge of ITIL service management practices.

• Preferred: Experience in managing vendor relationships.

• Preferred: Industry certifications such as Genesys Cloud, SAFe, ITIL, or AWS.

🏝️ Benefits

• Bonus incentive plan based on company and/or individual performance.

• Medical, dental, and vision benefits.

• 401(k) retirement savings plan.

• Paid time off.

• Company and personal holidays.

• Paid parental and caregiver leave.

• Short-term and long-term disability.

• Life insurance.

• Personal wellness and smart healthcare decision support.

• Remote work arrangement.

• Occasional travel to Humana offices for training or meetings.