Senior Cloud Solutions Engineer – Contact Center

Humana

Senior Cloud Solutions Engineer leading cloud implementation for Contact Center as a Service at Humana. Collaborating on complex cloud solutions and technical leadership within the team.

Posted 5/4/2026full-timeLouisville • Florida, Kentucky, North Carolina, Texas • 🇺🇸 United StatesSenior💰 $106,900 - $147,000 per yearWebsite

Tech Stack

Tools & technologies

CloudGoogle Cloud PlatformServiceNow

About the role

Key responsibilities & impact

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 outcomes

Requirements

What you’ll need

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
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

Benefits

Comp & perks

medical, dental and vision benefits
401(k) retirement savings plan
time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave)
short-term and long-term disability
life insurance
many other opportunities

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Google CX Agent StudioGoogle Cloud PlatformCCaaS technologiescloud-based contact center solutionsconversational AI solutionsAI/ML capabilitiesomnichannel capabilitiesProofs of Conceptcloud migrationsenterprise architecture

Soft Skills

technical leadershipmentorshipanalytical skillsorganizational skillsproblem-solving skillscommunication skillsinfluencing skillscollaborationadaptabilityteam mentoring