Note: The job is a remote job and is open to candidates in USA. Humana Inc. is a leading U.S. healthcare company that provides health insurance and healthcare services. They are seeking a Lead Cloud Solutions Engineer to provide senior-level solutions engineering leadership for their cloud-based contact center platforms, driving implementation and modernization efforts while ensuring secure and scalable technical solutions.
Responsibilities
- 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
Skills
- 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
- Experience with CCaaS platforms such as Genesys Cloud, NICE, Five9, Amazon Connect, or similar customer engagement platforms
- Experience with Google CX Agent Studio, Dialogflow CX, Vertex AI, BigQuery, Cloud Run, GKE, or other GCP services
- Experience delivering conversational AI, IVR, virtual agent, speech recognition, routing, chat, messaging, or contact center automation solutions
- Experience integrating CCaaS platforms with enterprise systems such as Salesforce, ServiceNow, Microsoft Dynamics, identity providers, data platforms, and API gateways
- Experience with cloud migration, platform modernization, vendor transition, or legacy platform retirement initiatives
- Understanding of cloud security, IAM, networking, monitoring, logging, cost optimization, and operational support practices
- Experience with Agile, SAFe, or hybrid delivery models
- Experience creating technical documentation, implementation patterns, operational runbooks, and engineering best practices
- Healthcare or regulated industry experience preferred
- Hands-on experience with Google Cloud Platform services for customer experience, contact center, conversational AI, or enterprise integration use cases
- Experience with Google CX Agent Studio or Dialogflow CX, including agent design, conversation flows, intents, entities, fulfillment, integrations, and environment management
- Experience with Vertex AI or other AI/ML capabilities for customer experience use cases, including model consumption, prompt-based solutions, inference, and AI-enabled automation
- Experience using BigQuery for reporting, analytics, operational insights, conversation analysis, or large-scale data processing
- Experience with Cloud Run, Google Kubernetes Engine, Compute Engine, or similar services for scalable application and integration deployments
- Understanding of GCP security and operational practices, including IAM, service accounts, networking, logging, monitoring, alerting, and cost management
- Experience integrating GCP services with CCaaS platforms, APIs, webhooks, event streams, enterprise applications, data platforms, and identity services
- Exposure to speech recognition, text-to-speech, natural language processing, conversation analytics, sentiment analysis, and AI-driven contact center insights
- Experience implementing observability, logging, monitoring, and troubleshooting practices for cloud-based conversational AI and contact center solutions
Benefits
- Bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.
- 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
- Payment for their internet expense if living and working from home in the state of California
Company Overview
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