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Senior Cloud Solutions Engineer - Contact Center

April 30, 2026

<h1>Become a part of our caring community </h1>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.<h1> Use your skills to make an impact </h1><h3>Primary Responsibilities</h3>· 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.<div></div><h3>Required Qualifications</h3><ul><li>Bachelor’s degree in Computer Science, Information Technology, or related field</li><li>10+ years of technical experience delivering complex, large‑scale cloud, SaaS, or platform‑based solutions</li><li>Strong analytical, organizational, and problem‑solving skills</li><li>Passion for contributing to an organization focused on continuously improving consumer and member experiences</li></ul><h2>Preferred Qualifications</h2><ul><li>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).</li><li>Proven experience leading or contributing to major enterprise modernization and transformation programs, including cloud migrations and platform exits.</li><li>Hands‑on experience delivering omnichannel customer engagement capabilities, including voice, chat, routing, authentication, analytics, workforce management, AI/ML, automation, and conversational interfaces.</li><li>Experience integrating contact center platforms with enterprise SaaS ecosystems (e.g., Salesforce, ServiceNow, Microsoft Dynamics).</li><li>Demonstrated ability to design, execute, and lead Proofs of Concept (POCs), pilots, and technology evaluations on cloud and SaaS platforms.</li><li>Strong architecture experience across Business, Application, Data, and Technology domains.</li><li>Excellent communication and influencing skills, with the ability to translate complex technical concepts into business‑relevant outcomes.</li><li>Proven ability to mentor teams, drive adoption of new technologies, and enforce engineering best practices.</li><li>Experience working in Agile delivery models (e.g., SAFe), with familiarity in Waterfall methodologies.</li><li>Experience collaborating closely with vendors to influence product capabilities and roadmaps.</li><li>Healthcare industry experience preferred.</li></ul><h3>Google Cloud Platform (GCP) & Conversational AI – Preferred Skills</h3><ul><li>Hands‑on experience with Google Cloud Platform (GCP) services supporting customer experience and conversational AI solutions.</li><li>Experience designing and implementing solutions using Google CX Agent Studio and/or Dialogflow CX, including intent modeling, conversation design, orchestration, and integrations.</li><li>Familiarity with Vertex AI for ML model integration, tuning, and inference in customer experience use cases.</li><li>Experience leveraging BigQuery for analytics, reporting, and insights related to contact center and customer interactions.</li><li>Experience deploying and operating services using Cloud Run, Compute Engine, or Kubernetes‑based architectures.</li><li>Strong understanding of GCP IAM, security, networking, monitoring, and cost optimization best practices.</li><li>Experience integrating GCP services with CCaaS platforms (e.g., Genesys Cloud) and enterprise systems.</li><li>Exposure to GCP‑based speech, text, and AI services (e.g., speech recognition, NLP, analytics) is a strong plus.</li></ul>Additional InformationWork-At-Home Requirements<ul><li>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.</li><li>A minimum standard speed for optimal performance of 25x10 (25mpbs download x 10mpbs upload) is required. </li><li>Satellite and Wireless Internet service is NOT allowed for this role.</li><li>A dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information</li></ul>Travel: While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.Scheduled Weekly Hours40Pay RangeThe 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 BenefitsHumana, 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, volunteer time off, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.<h1> About us </h1>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 EmployerIt 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.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...