044 CenterWell Pharmacy, Inc. is looking for a Principal Emerging Technology Engineer to lead strategic initiatives that deliver seamless customer experiences across digital and contact center platforms. You will serve as the IT owner for these systems, leveraging deep expertise in contact center technologies and AI-driven conversational platforms.
What You'll Do
- Define and execute the omni-channel strategy across voice, digital, and self-service channels.
- Lead architecture and deployment of contact center technologies, ensuring scalability, reliability, and security.
- Oversee integration of Genesys Cloud and Google CCAI/CES for advanced conversational AI experiences.
- Collaborate with cross-functional teams to align technology solutions with business objectives.
- Manage vendor relationships.
- Drive continuous improvement through analytics, automation, and emerging technologies.
- Mentor and develop a high-performing team of solution engineers.
What We're Looking For
- 7+ years of experience in Contact Center Technologies.
- 5+ years of hands-on experience with Genesys Cloud.
- Strong experience in delivering Voice and Chat solutions using bots.
- Proven expertise with Genesys Messenger and Google CCAI/CES conversational AI solutions.
- Minimum 10 years of development experience, including leading development activities.
- Strong understanding of omni-channel customer engagement strategies.
- Excellent communication and stakeholder management skills.
- Ability to drive innovation and deliver measurable business outcomes.
Nice to Have
- Knowledge of cloud migration strategies and security best practices.
- Familiarity with AI/ML applications in customer experience.
- Experience in telecom or large-scale enterprise environments.
- Proven success in delivering Chat solutions.
Technical Stack
- Genesys Cloud
- Google CCAI/CES
- Genesys Messenger
Benefits & Compensation
- Salary range: $156,600 - $215,400 per year.
- 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 coverage.
- Life insurance.
Work Mode
This position follows a hybrid work model.
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.
