Cloud Solutions Engineer 2

About This Opportunity

We are representing a confidential healthcare organization seeking a Cloud Solutions Engineer 2 to support their contact center technology platform and cloud infrastructure. This is a remote position based in the United States.

In this role, you will administer and optimize an enterprise Genesys Cloud CX platform, manage telephony integrations, and deliver scalable contact center solutions that align with business objectives. You'll partner with stakeholders across operations, telecommunications, and technical teams to ensure reliable, customer-focused service delivery.

Responsibilities

• Administer, configure, and support the Genesys Cloud CX platform, including users, roles, divisions, queues, skills, routing methods, and telephony resources
• Configure and support inbound and outbound voice services, digital channels, chat, messaging, email, and callback functionality
• Implement and maintain telephony integrations, SIP trunking, carrier connectivity, call flows, and voice routing solutions
• Partner with business stakeholders to gather requirements and deliver contact center solutions aligned with operational and customer experience objectives
• Monitor platform performance, call quality, availability, and service levels; proactively identify and resolve issues affecting customer interactions
• Develop and maintain contact center reporting, dashboards, and analytics to provide operational insights and support business decision-making
• Support integrations between Genesys Cloud CX and enterprise systems such as CRM platforms, workforce management systems, Microsoft Teams, and other business applications
• Coordinate testing, deployment, and validation activities for new functionality, platform releases, and configuration changes
• Ensure compliance with organizational security standards, regulatory requirements, and contact center governance practices
• Troubleshoot and resolve complex platform, telephony, routing, and customer interaction issues in collaboration with vendors and internal support teams
• Create and maintain technical documentation, configuration standards, knowledge articles, and operational procedures
• Serve as a subject matter expert for Genesys Cloud CX, providing technical guidance, mentoring, and best practices to team members and stakeholders
• Manage vendor relationships and engage with Genesys, telecommunications carriers, and third-party providers for issue resolution and solution implementation
• Process move, add, and change requests related to contact center operations, telephony services, user provisioning, and platform configuration

What We're Looking For

• Bachelor's degree in Computer Science, Information Technology, Telecommunications, Engineering, or a related technical field, or an equivalent combination of education and relevant work experience
• 3-5 years of experience in systems analysis or application programming development
• 3 years of experience administering, supporting, and implementing Genesys Cloud CX or other enterprise contact center platforms preferred
• Strong understanding of telephony technologies, SIP trunking, carrier integrations, and voice routing
• Experience with contact center reporting, analytics, and performance monitoring
• Ability to make decisions in ambiguous situations with minimal direction
• Strong collaboration skills and ability to partner with business and technical stakeholders
• Passion for improving customer experiences through technology solutions

Remote Work Requirements

• Minimum internet speed: 25 Mbps download and 10 Mbps upload (wired cable, DSL, or wireless connection recommended)
• Dedicated workspace free from ongoing interruptions to protect PHI/HIPAA information
• Occasional travel to client offices for training or meetings may be required

How We Work With You

Candidates apply directly through Get A Job.ai. Our talent team will review your application and conduct an initial screening. If you're a strong match, we will submit your profile to our client for consideration. Please do not contact the client directly—all communication regarding this opportunity will be coordinated through Get A Job.ai.

Equal Opportunity

Get A Job.ai is committed to providing equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or veteran status.