Genesys Cloud Access Management

The Genesys Cloud Access Management supports the design, implementation, administration, and optimization of the Genesys contact center platform in support of the Humana Military organization. This role contributes to the development and execution of contact center and customer experience strategies while ensuring seamless integration with existing IT and telecommunications infrastructure. Work assignments are varied and frequently require the interpretation of business and technical requirements, independent judgment, and the determination of appropriate solutions.

This Genesys Cloud Access Management position supports Humana Military's customer engagement and contact center technologies by administering, securing, and optimizing the Genesys Cloud platform with a primary focus on access management, user lifecycle administration, and platform governance. The associate is responsible for provisioning and deprovisioning user accounts, managing roles, permissions, groups, queues, and authentication controls, and ensuring compliance with organizational security and regulatory requirements.

This role partners closely with business, operations, security, and technology teams to ensure associates have appropriate access to Genesys resources while maintaining the integrity, security, and performance of the platform. The Genesys Engineer 2 supports identity and access management processes, audits, reporting, and remediation activities, and assists with implementing role-based access controls, single sign-on integrations, and governance best practices.

In addition to access administration responsibilities, the associate contributes to the ongoing maintenance, enhancement, and support of Genesys Cloud solutions that enable service excellence for military members, providers, and internal associates. Work assignments are varied and frequently require interpretation of business and technical requirements, independent judgment, and the determination of appropriate courses of action to resolve complex issues, improve operational efficiency, and support Humana Military's strategic objectives.

• Administer and govern access within the Genesys Cloud platform.

• Manage user provisioning, deprovisioning, role assignments, and permission sets.

• Perform periodic access reviews, audits, and compliance reporting.

• Support integration with Identity and Access Management (IAM) solutions, including SSO and MFA.

• Maintain queue, division, group, and organizational access structures.

• Troubleshoot and resolve access-related issues impacting agents, supervisors, and administrators.

• Collaborate with Security, Compliance, and Operational teams to enforce access governance standards.

• Support Genesys platform enhancements, upgrades, and operational initiatives.

• Document access management processes, standards, and technical procedures.

• Ensure platform security and adherence to Humana and Humana Military policies and controls.

• Bachelor's degree in Computer Science, Information Systems, Telecommunications, Cybersecurity, or a related field, or equivalent combination of education and experience.

• 3+ years of experience administering and supporting Genesys Cloud CX in a production environment.

• Experience managing user provisioning and deprovisioning, roles, permissions, groups, queues, and division-based access controls within Genesys Cloud.

• Knowledge of Identity and Access Management (IAM) concepts, including role-based access control (RBAC), least-privilege principles, single sign-on (SSO), and multi-factor authentication (MFA).

• Experience troubleshooting and resolving user access, authentication, and authorization issues.

• Strong analytical, problem-solving, and communication skills with the ability to work independently and manage multiple priorities.

• Experience partnering with business, operations, security, and technology teams to support access governance and compliance requirements.

• Must be passionate about contributing to an organization focused on continuously improving consumer experiences.

• Our Department of Defense contract requires U.S. citizenship for this position

• Master's degree in Computer Science, Information Systems, Cybersecurity, or a related field.

• Genesys Cloud CX certifications (Administrator, Professional, or equivalent).

• Experience supporting access governance, audit readiness, and compliance activities in a regulated…