Cloud Solutions Engineer – Level 2

This is a fully remote position, open to applicants in Kentucky, +2 more states.

📋 Description

• Assist in the development and execution of a cloud implementation strategy within the current IT infrastructure.

• Establish and uphold the cloud strategy, architecture, integrations, administration, maintenance, and support.

• Manage, configure, and provide support for the Genesys Cloud CX platform, encompassing users, roles, divisions, queues, skills, routing methods, and telephony resources.

• Set up and support inbound and outbound voice services, digital channels, chat, messaging, email, and callback functionalities.

• Implement and manage telephony integrations, SIP trunking, carrier connectivity, call flows, and voice routing solutions.

• Collect requirements and deliver contact center solutions that align with operational and customer experience goals.

• Monitor platform performance, call quality, availability, and service levels; identify and address issues as they arise.

• Develop and maintain reporting, dashboards, and analytics for the contact center.

• Facilitate integrations with CRM platforms, workforce management systems, Microsoft Teams, and other business applications.

• Coordinate testing, deployment, and validation processes for new functionalities, platform updates, and configuration changes.

• Ensure adherence to security standards, regulatory requirements, and contact center governance practices.

• Troubleshoot intricate platform, telephony, routing, and customer interaction issues in collaboration with vendors and internal support teams.

• Produce technical documentation, configuration standards, knowledge articles, and operational procedures.

• Act as a subject matter expert for Genesys Cloud CX, offering technical guidance, mentoring, and best practices.

• Manage relationships with vendors, including Genesys, telecommunications carriers, and third-party providers.

• Process move, add, and change requests for contact center operations, telephony services, user provisioning, and platform configuration.

• Align the capabilities of Genesys Cloud CX with business requirements and customer experience initiatives.

• Adhere to operational procedures, change management processes, and support practices to maintain a highly available contact center environment.

• Occasional travel to Humana offices for training or meetings may be necessary.

⛳️ Requirements

• A Bachelor’s degree in Computer Science, Information Technology, Telecommunications, Engineering, or a related technical field, or an equivalent combination of education and relevant work experience.

• 3-5 years of experience in systems analysis or application programming development.

• A minimum of 3 years' experience administering, supporting, and implementing Genesys Cloud CX or other enterprise contact center platforms is preferred.

• A strong desire to contribute to an organization dedicated to continuously enhancing consumer experiences.

• A minimum of 25 Mbps download speed and 10 Mbps upload speed for home internet.

• A dedicated workspace without ongoing interruptions to safeguard member PHI / HIPAA information.

🏝️ Benefits

• Generous PTO package.

• Health benefits effective from day 1.

• Annual Incentive Plan.

• 401K with an excellent company match.

• Well-being program.

• Paid Volunteer Time Off.

• Medical, dental, and vision benefits.

• Company and personal holidays.

• Paid parental and caregiver leave.

• Short-term and long-term disability coverage.

• Life insurance.

• Telephone equipment provided to meet business requirements.

• Bi-weekly internet expense payment for employees residing and working from home in California, Illinois, Montana, or South Dakota.