Senior Cloud Solutions Engineer - Contact Center

Become a part of our caring community The Senior Cloud Solutions Engineer supports the development and execution of Humana's cloud implementation and modernization strategy for Contact Center as a Service (CCaaS) platforms. This role plays a critical hands on engineering leadership role in advancing large scale transformation initiatives, including the Nuance Migration Project. This position represents a strategic shift from primarily operational and process oversight to deep technical execution and technical leadership, embedding stronger cloud, SaaS, and contact center engineering expertise within the team while maintaining awareness of delivery and operational considerations. The role addresses moderately complex to complex technical challenges and exercises significant autonomy in determining technical approaches and solutions. The Senior Cloud Solutions Engineer is a key member of Humana's technology organization, responsible for implementing and advancing the enterprise cloud strategy for the Customer Experience Center Platform ecosystem, including Genesys Cloud and the new Platform Google CX Agent Studio. This role provides hands‑on technical leadership across architecture, design, integration, and optimization of cloud‑based contact center solutions. The engineer collaborates closely with product owners, solution architects, business analysts, delivery teams, IT leadership, operations leaders, and vendor partners to ensure Humana fully realizes the value of its CCaaS investments in a secure, compliant, and scalable manner. The role begins to influence platform and innovation strategy, makes decisions on moderately complex to complex technical issues with limited guidance, and exercises considerable latitude in defining objectives and approaches. Success in this role requires a strong balance of engineering execution, vendor partnership, and transformation leadership. Primary Responsibilities Primary Responsibilities Serve as the technical lead for Contact Center solutions, with hands‑on ownership of Google CX Agent Studio, Google Cloud Platform (GCP), and integrated CCaaS technologies (e.g., Genesys Cloud). Design, implement, and optimize cloud‑based contact center and conversational AI solutions leveraging GCP services, including integrations with Google CX Agent Studio, speech technologies, analytics, and AI/ML capabilities. Provide technical leadership and mentorship to developers and engineers, ensuring adherence to enterprise architecture standards, security, reliability, and scalability best practices. Partner with business analysts, solution architects, and product owners to translate business requirements into end‑to‑end technical designs and implementations across cloud and SaaS platforms. Lead development and configuration efforts for omnichannel capabilities, including voice, chat, routing, authentication, analytics, and automation, across Google‑based and vendor platforms. Drive platform modernization initiatives and migrations (e.g., Nuance migration) with a focus on cloud‑native and GCP‑optimized architectures. Evaluate, design, and execute Proofs of Concept (POCs), pilots, and solution validations on Google CX Agent Studio, GCP, and related SaaS platforms. Identify optimization opportunities across performance, latency, cost, and operability; provide actionable recommendations and drive implementation. Collaborate closely with platform vendors (Google, Genesys, and others) to resolve complex technical issues, influence product roadmaps, and ensure successful adoption of new capabilities. Participate in Agile ceremonies (sprint planning, demos, retrospectives) while ensuring high‑quality engineering execution and delivery outc Use your skills to make an impact Required Qualifications Bachelor's degree in Computer Science, Information Technology, or related field 10+ years of technical experience delivering complex, large‑scale cloud, SaaS, or platform‑based solutions Strong analytical, organizational, and problem‑solving skills Passion for contributing to an organization focused on continuously improving consumer and member experiences Preferred Qualifications Technical leadership experience delivering large‑scale cloud and SaaS platforms, with a strong focus on Customer Experience / Contact Center technologies (e.g., Genesys Cloud, NICE inContact, Five9, Salesforce). Proven experience leading or contributing to major enterprise modernization and transformation programs, including cloud migrations and platform exits. Hands‑on experience delivering omnichannel customer engagement capabilities, including voice, chat, routing, authentication, analytics, workforce management, AI/ML, automation, and conversational interfaces. Experience integrating contact center platforms with enterprise SaaS ecosystems (e.g., Salesforce, ServiceNow, Microsoft Dynamics). Demonstrated ability to design, execute, and lead Proofs of Concept (POCs), pilots, and technology evaluations on cloud and SaaS platforms. Strong architecture experience across Business, Application, Data, and Technology domains. Excellent communication and influencing skills, with the ability to translate complex technical concepts into business‑relevant outcomes. Proven ability to mentor teams, drive adoption of new technologies, and enforce engineering best practices. Experience working in Agile delivery models (e.g., SAFe), with familiarity in Waterfall methodologies. Experience collaborating closely with vendors to influence product capabilities and roadmaps. Healthcare industry experience preferred. Google Cloud Platform (GCP) & Conversational AI – Preferred Skills Hands‑on experience with Google Cloud Platform (GCP) services supporting customer experience and conversational AI solutions. Experience designing and implementing solutions using Google CX Agent Studio and/or Dialogflow CX, including intent modeling, conversation design, orchestration, and integrations. Familiarity with Vertex AI for ML model integration, tuning, and inference in customer experience use cases. Experience leveraging BigQuery for analytics, reporting, and insights related to contact center and customer interactions. Experience deploying and operating services using Cloud Run, Compute Engine, or Kubernetes‑based architectures. Strong understanding of GCP IAM, security, networking, monitoring, and cost optimization best practices. Experience integrating GCP services with CCaaS platforms (e.g., Genesys Cloud) and enterprise systems. Exposure to GCP‑based speech, text, and AI services (e.g., speech recognition, NLP, analytics) is a strong plus. Additional Information 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 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: At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is required; wireless, wired cable or DSL connection is suggested. In certain roles, the minimum recommended internet speed required by Humana may not be sufficient for business needs. Humana reserves the right to require associates to upgrade their internet service if necessary. Work from 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 geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc. $106,900 - $147,000 per year This job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance. Description of Benefits Humana, Inc. and its affiliated subsidiaries (collectively, “Humana”) offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides medical, dental and vision benefits, 401(k) retirement savings plan, time off (including paid time off, company and personal holidays, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities. About us About Humana: Humana Inc. (NYSE: HUM) is a leading U.S. healthcare company. Through our Humana insurance services and our CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health – delivering the care and service they need, when they need it. These efforts are leading to a better quality of life for people with Medicare and Medicaid, families, individuals, military service personnel, and communities at large. Learn more about what we offer at Humana.com and at CenterWell.com. Equal Opportunity Employer It is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status. It is also the policy of Humana to take affirmative action, in compliance with Section 503 of the Rehabilitation Act and VEVRAA, to employ and to advance in employment individuals with disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.