AVP – Genesys CCaaS Platform Delivery & Operations

Humana is seeking a dynamic and experienced AVP to lead the strategic delivery, operations, and ongoing enhancements of our enterprise-wide Genesys Cloud Contact Center as a Service (CCaaS) platform.

Requirements

• Deep expertise in Genesys Cloud CX and AI-powered customer engagement solutions, including Google CCAI.
• Experience with IVR, speech analytics, AI-driven chatbots, voice & digital interactions, workforce engagement, and omnichannel routing.
• Knowledge of Genesys APIs, integrations with CRM (Salesforce, ServiceNow, etc.), and middleware platforms.
• Strong understanding of cloud computing (AWS, Azure, GCP) and cloud-native architectures.
• Expertise in high availability, disaster recovery, and performance optimization for cloud-based contact center solutions.
• Experience with Kubernetes, Docker, microservices, and cloud networking.
• Strong experience in CI/CD pipelines, Infrastructure as Code (Terraform, Ansible), and automated deployments.
• Proficiency in monitoring and observability tools (Splunk, Datadog, New Relic, Prometheus, etc.).
• Knowledge of security best practices, compliance frameworks (HIPAA, PCI-DSS, GDPR), and identity & access management.
• Experience in data encryption, fraud detection, and secure integrations in contact center environments.
• Bachelor’s or Master’s degree in Computer Science, Information Technology, or a related field.
• 12+ years of experience in IT leadership roles, with at least 5 years managing Genesys cloud contact center platforms.
• Proven track record in leading large-scale platform transformation, cloud migration, and technology operations.
• Strong leadership skills with experience managing global teams, vendors, and stakeholders.
• Excellent communication, problem-solving, and decision-making abilities.
• Genesys Cloud certifications preferred.
• East Coast location preferred.

Benefits

• 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