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About the Role

The Senior Cloud Solutions Engineer plays a critical hands-on engineering leadership role in advancing large-scale transformation initiatives, including the Nuance Migration Project, supporting the development and execution of Humana's cloud implementation and modernization strategy for Contact Center as a Service (CCaaS) platforms. This role focuses on deep technical execution and leadership, embedding cloud, SaaS, and contact center engineering expertise while maintaining awareness of delivery and operational considerations.

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.

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
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.
Must have the ability to provide a high speed DSL or cable modem for a home office.
A minimum standard speed for optimal performance of 25x10 (25mbps download x 10mbps upload) is required.
Satellite and Wireless Internet service is NOT allowed for this role.
A dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.

Skills

Cloud Solutions Engineering
CCaaS Platforms
Nuance Migration
Google CX Agent Studio
Google Cloud Platform (GCP)
Genesys Cloud
Conversational AI
Speech Technologies
Analytics
AI/ML
Omnichannel Capabilities
Platform Modernization
Proof of Concept (POC) Development
Performance Optimization
Vendor Collaboration
Agile Methodologies
Dialogflow CX
Vertex AI
BigQuery
Cloud Run
Compute Engine
Kubernetes
GCP IAM
GCP Security
GCP Networking
GCP Monitoring
GCP Cost Optimization
Speech Recognition
Natural Language Processing (NLP)

Location

Remote

Work Type

Work-At-Home
Full-time

Experience Level

Senior
10+ years of technical experience

Education Level

Bachelor's degree in Computer Science, Information Technology, or related field

Salary/Compensations

$106,900 - $147,000 per year

Benefits

Medical benefits
Dental benefits
Vision benefits
401(k) retirement savings plan
Time off (including paid time off, company and personal holidays, paid parental and caregiver leave)
Short-term disability
Long-term disability
Life insurance

About the Company

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.

Equal Opportunity

It 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.