Senior Cloud Solutions Engineer - Contact Center

About the role

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.

Responsibilities

• 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

• 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.
• Passion for contributing to an organization focused on continuously improving consumer and member experiences.

Preferred Qualifications

• 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.
• Hands-on experience with Google Cloud Platform (GCP) services supporting customer experience and conversational AI solutions.
• Experience designing and implementing solutions using Google CX Agent Studio and/or Dialogflow CX, including intent modeling, conversation design, orchestration, and integrations.
• Familiarity with Vertex AI for ML model integration, tuning, and inference in customer experience use cases.
• Experience leveraging BigQuery for analytics, reporting, and insights related to contact center and customer interactions.
• Experience deploying and operating services using Cloud Run, Compute Engine, or Kubernetes-based architectures.
• Strong understanding of GCP IAM, security, networking, monitoring, and cost optimization best practices.
• Experience integrating GCP services with CCaaS platforms (e.g., Genesys Cloud) and enterprise systems.
• Exposure to GCP-based speech, text, and AI services (e.g., speech recognition, NLP, analytics) is a strong plus.