Become a part of our caring community and help us put health first
 

Seeking a motivated, dynamic and experienced Senior Genesys Support Engineer to join our operations team specializing in Genesys Cloud CX and integrated service support. In this role, you will be pivotal in supporting and optimizing our contact center solutions to enhance customer and employee engagement and improve operational efficiency. This position requires a strong understanding of telecommunications, VoIP, Contact Center Solutions, transport as well as supporting integrations.

The Senior Cloud Solutions Engineer Implements organization's cloud strategy from a technical perspective, including design, planning, integration, maintenance and support of cloud architecture. May work with stakeholders across organization to evaluate cloud systems and identify appropriate solutions.  Collaborates with product managers and engineers to develop specifications for new cloud-based products/services, applications and solutions. Drives the roll-out of cloud management platforms, evaluates its performance and implements enhancements. 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. 

Primary responsibilities to include:

• Design, implement, and maintain Genesys Cloud CX solutions, focusing on integration and deployment in a cloud environment.

• Monitor system performance, troubleshoot issues, and provide technical support and resolution for complex incidents related to the Genesys Cloud platform.

• Collaborate with cross-functional teams, including IT, management, and external vendors to ensure seamless functionality and scalability of the contact center systems.

• Provide support to end-users and management, empowering them to utilize the system features and capabilities effectively.

• Keep abreast of new trends and technologies in the contact center industry, specifically related to Genesys Cloud solutions and workforce optimization.

• Document all system configurations, updates, and procedures to ensure consistency and continuity across the platform.

• Manage contact center reporting and other related tasks.

Use your skills to make an impact
 

Required Qualifications

• Bachelor's degree in relevant field of study and 5+ years professional experience required, or equivalent combination of education and experience.

• Genesys Cloud CX architecture and implementation experience

• Experience in multichannel Genesys applications (Voice, SMS, Chat, Video, and Email)

• 3 + years of hands-on Genesys Cloud CX experience

• 7 + years of Telecommunications experience

• Willingness and ability to work hours necessary to meet operational deadlines as required

• Maintenance and support of Genesys Cloud, including but not limited to Architect Flows, APIs, Data Actions, Outbound campaigns, call recording and speech/text analytics

• Experience working within Enterprise Contact Center Environments

• Experience with call routing and voice response

• Experience with ticketing systems and change management

• Excellent written and oral communication and customer service skills.

• Ability to independently research issues and work across teams to gather feedback in fast paced operations environment

• Strong SIP protocol analysis skills

• Strong VoIP Understanding

• Genesys Cloud CX and AWS certifications are a strong plus

Work-At-Home Requirements

• WAH requirements: Must have the ability to provide a high-speed DSL or cable modem for a home office. Associates or contractors who live and work from home in the state of California will be provided payment for their internet expense.

• A minimum standard speed for optimal performance of 25x10 (25mpbs download x 10mpbs upload) is required.  

• Satellite and Wireless Internet service is NOT allowed for this role.

• A dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.

Travel: While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.

Scheduled Weekly Hours

40

Pay Range

The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geo