Lead Cloud Engineer

Role Description

The Lead Cloud Solutions Engineer provides senior-level solutions engineering leadership for Humana's cloud-based CCaaS platforms, including Genesys Cloud and Google CX Agent Studio. This role drives implementation, integration, migration, and modernization efforts, including the Nuance Migration Project, by translating business needs into secure, scalable, and reliable technical solutions.

The role partners across product, engineering, operations, architecture, security, compliance, and vendor teams to deliver cloud-enabled contact center capabilities aligned with Humana's modernization standards, approved design patterns, and operational expectations.

This position represents a senior technical leadership role combining deep hands-on engineering expertise, architecture ownership, and cross-functional leadership. The Lead Cloud Engineer sets technical direction, defines standards, and ensures successful delivery of scalable, secure, and high-performing cloud-based customer experience platforms. The role handles highly complex challenges, influences enterprise technology strategy, and operates with broad autonomy.

The Lead Cloud Solutions Engineer is focused on delivering practical, scalable, and secure cloud-based solutions across platforms such as Genesys Cloud and Google CX Agent Studio.

This role emphasizes solutions engineering, hands-on technical leadership, platform enablement, and delivery outcomes rather than enterprise architecture ownership. The Lead serves as a technical problem-solver and engineering advisor, helping teams modernize contact center capabilities, improve customer and associate experiences, and maximize the value of Humana's cloud-based CCaaS investments.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
• 10+ years of experience delivering complex software, cloud, SaaS, or platform-based technology solutions.
• Experience leading technical delivery for cloud, SaaS, CCaaS, customer experience, or enterprise integration platforms.
• Hands-on experience with solution implementation, application integration, APIs, cloud services, automation, testing, troubleshooting, and production support.
• Experience working with cross-functional teams, including product, engineering, operations, architecture, security, compliance, and vendor partners.
• Strong analytical, problem-solving, communication, and technical leadership skills.
• Ability to guide engineering teams, influence technical decisions, and drive delivery outcomes in a matrixed environment.
• Commitment to improving customer, member, and associate experiences through reliable and modern technology solutions.

Requirements

• Lead solutions engineering and technical delivery for Humana's cloud-based Contact Center as a Service platforms, including Genesys Cloud, Google CX Agent Studio / Dialogflow CX, and related GCP services.
• Translate business, product, and operational requirements into secure, scalable, and supportable technical solutions.
• Provide hands-on technical guidance for platform configuration, application integration, API enablement, automation, testing, deployment readiness, troubleshooting, and production stabilization.
• Support major modernization and migration initiatives, including legacy platform exits and the Nuance migration, by driving technical execution and removing delivery blockers.
• Partner with product, software engineering, cloud engineering, operations, enterprise architecture, security, compliance, and vendor teams to deliver high-quality CCaaS and conversational AI capabilities.
• Lead implementation of omnichannel customer engagement solutions, including voice, chat, routing, authentication, virtual agents, automation, reporting, and analytics.
• Promote reusable engineering patterns, implementation standards, documentation, and operational best practices.
• Evaluate and pilot emerging capabilities in conversational AI, cloud-native platforms, analytics, and automation to improve customer and associate experiences.
• Ensure delivered solutions meet enterprise expectations for security, compliance, reliability, scalability, observability, performance, and cost efficiency.
• Serve as a senior technical advisor and escalation point for complex platform, integration, and production issues.
• Mentor engineers and contribute to a collaborative engineering culture focused on delivery quality, operational stability, and continuous improvement.

Benefits

• Competitive benefits that support whole-person well-being.
• 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.

Additional Information

• Work-At-Home Requirements: Must have the ability to provide a high speed DSL or cable modem for a home office.
• 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.
• While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.
• The compensation range is $129,300 - $177,800 per year.
• This job is eligible for a bonus incentive plan based upon company and/or individual performance.