Overview In this role you will implement and evolve Humana's cloud strategy, focusing on scalable, reliable contact center solutions. You will administer the Genesys Cloud CX platform, integrate telephony and digital channels, and collaborate with stakeholders to align tech with business goals. You shape customer experiences by delivering high-availability cloud-based contact center capabilities and mentoring teammates. This is a hands-on, cross-functional role with meaningful impact on customer interactions and operations.
Compensation / Benefits- Health benefits effective day 1
- Generous PTO
- Annual incentive plan
- 401K with company match
- Well-being program
- Paid Volunteer Time Off
Responsibilities- Administer, configure, and support Genesys Cloud CX (users, roles, divisions, queues, skills, routing, telephony resources)
- Configure and support inbound/outbound voice, digital channels, chat, messaging, email, and callbacks
- Implement telephony integrations, SIP trunking, carrier connectivity, call flows, and voice routing
- Collaborate with stakeholders to define requirements and deliver aligned contact center solutions
- Monitor performance, quality, availability, and service levels; proactively resolve issues
- Develop contact center reporting, dashboards, and analytics for decision making
- Support integrations with CRM, workforce management, Microsoft Teams, and other apps
- Coordinate testing, deployment, and validation for new features and platform changes
- Ensure security standards, regulatory requirements, and governance practices
- Troubleshoot complex platform issues with vendors and internal teams
- Produce technical documentation, standards, knowledge articles, and procedures
- Serve as subject matter expert, mentoring teammates and guiding best practices
- Manage vendor relationships with Genesys, carriers, and third-party providers
- Process move/add/change requests related to contact center ops and platform config
- Align Genesys Cloud CX capabilities with business requirements and CX initiatives
- Follow change management and operational procedures to keep contact center highly available
Key requirements- Bachelor's degree in a related technical field or equivalent work experience
- 3-5 years in systems analysis or application development
- 3 years of experience administering, supporting, and implementing Genesys Cloud CX or similar platforms (preferred)
- passion for improving consumer experiences
- collaboration
- problem-solving
- communication
- Genesys Cloud CX administration
- telephony integrations and SIP trunking
- voice routing and contact center design
