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The Senior Technology Leadership Professional is responsible for all aspects of software or hardware product delivery and performance. The Senior Technology Leadership Professional work assignments involve moderately complex to complex issues where the analysis of situations or data requires an in-depth evaluation of variable factors.

The Senior Technology Leadership Professional works with design engineering and test team to drive products from design completion to volume production release. Performs various engineering tests to verify and validate product designs. Supports product evaluation and qualification on leading edge technology components. Ensures that production schedules are followed and product(s) meet specifications and quality requirements. Interacts with product engineering, quality, manufacturing and marketing teams to analyze and provide technical support to help resolve customers' product related problems/issues. Begins to influence department’s strategy. Makes decisions on moderately complex to complex issues regarding technical approach for project components, and work is performed without direction. Exercises considerable latitude in determining objectives and approaches to assignments.

This role will serve as one of the primary administrators and subject matter expert for Genesys access management, owning user provisioning, deprovisioning, role management, and access governance across multiple Genesys organizations and business units.

Use your skills to make an impact
 

Required Qualifications

• Progressive experience in technology operations, contact center technology, telecommunications, voice engineering, platform administration, access management, or enterprise technology support.

• 3+ years of experience in Genesys

• Experience supporting or leading operational processes for enterprise contact center platforms such as Genesys Cloud, Five9, NICE, Cisco, Avaya, Amazon Connect, or similar technologies.
• Experience with access management concepts, including role-based access control, least-privilege access, user provisioning, access changes, terminations, approval workflows, and audit readiness.
• Demonstrated ability to lead intake, triage, prioritization, tracking, escalation, and resolution of technology service requests.
• Experience partnering with cross-functional stakeholders, including business operations, technology teams, identity and access management, cybersecurity, vendors, and platform support teams.
• Strong understanding of contact center operations, including agents, supervisors, queues, skills, routing, quality management, reporting, and operational readiness.
• Demonstrated ability to improve processes, reduce rework, standardize procedures, and support service delivery performance.
• Strong analytical, problem-solving, organizational, and decision-making skills.
• Excellent written and verbal communication skills, including the ability to communicate complex technology topics to business and technical audiences.

Preferred Qualifications

• Experience with Genesys Cloud CX administration, access provisioning, roles and permissions, divisions, queues, skills, routing, quality management, workforce engagement, campaign monitoring, or reporting capabilities.
• Experience supporting Five9-to-Genesys Cloud migrations or other large-scale contact center technology transformations.
• Experience with ServiceNow or similar IT service management tools for request intake, incident management, change management, reporting, and operational tracking.
• MBA or other Advanced Degree
• Demonstrated ability running large scale projects
• Experience with technology solutions assessments and/or strategy planning oversight

Additional Information

Why Humana?

At Humana, we know your well-being is important to you, and it's important to us too. That's why we're committed to making resources available to you that will enable you to become happier, healthier, and more productive in all areas of your life. Just to name a few:

• Work-Life Balance
• Generous PTO package
• Health benefits effective day 1
• Annual Incentive Plan
• 401K - Excellent company match
• Well-being program
• Paid Volunteer Time Off

If you share our passion for helping people, we likely have the right place for you at Humana.

Work-At-Home Requirements

To ensure Home or Hybrid Home/Office employees’ ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office employees must meet the following criteria: