What are the responsibilities and job description for the Lead Contact Center Engineer position at MetLife, Inc?
Description and Requirements
Role Value Proposition:
We are looking for a highly skilled and proactive Lead Infrastructure Engineer to join our Contact Center Infrastructure Engineering team. This role is critical to the success of our contact center operations, enabling seamless customer interactions across voice and digital channels. You will be responsible for the architecture, deployment, and ongoing support of our Genesys Cloud CX platform, ensuring it meets business requirements for performance, scalability, and reliability.
You'll work closely with cross-functional teams, including IT, Customer Experience, Network Engineering, and Business Operations, to deliver innovative solutions that enhance customer engagement and operational efficiency.
Key Responsibilities:
Platform Engineering & Support:
- Design, implement, and maintain Genesys Cloud CX solutions, including call routing, call recording, Architect, Integrations, Analytics, IVR/IVA, and knowledgeable on digital channels.
- Manage integrations with third-party systems such as CRMs (Salesforce, Dynamics), workforce management tools, and analytics platforms.
- Monitor system health and performance using Genesys Cloud tools and third-party observability platforms, e.g. Genesys Cloud Monitoring, Nexthink, etc.
- Configure and optimize Genesys Architect workflows, queues, and routing strategies.
- Troubleshoot and resolve incidents, ensuring minimal disruption to contact center operations.
- Familiarity with TAO (Total Access Orchestration), Equinix, and SIP trunking.
Collaboration & Stakeholder Engagement:
- Partner with business stakeholders to gather requirements and translate them into technical solutions.
- Work with vendors and Genesys support to resolve complex issues and implement new features.
- Provide technical guidance and training to internal teams, including support staff and business users.
- Participating in Agile sessions and contributing to sprint planning and retrospectives
Security & Compliance:
- Implement and maintain security policies, user roles, and access controls within Genesys Cloud.
- Ensure compliance with data protection regulations (e.g., GDPR, HIPAA, PII) and internal governance standards.
- Conduct regular audits and reviews of system configurations and user activity.
Innovation & Continuous Improvement:
- Stay current with Genesys Cloud updates, new features, and industry best practices.
- Identify opportunities to automate processes and improve system efficiency.
- Contribute to the development of internal documentation, runbooks, and knowledge base articles.
Essential Business Experience and Technical Skills:
Required:
- Bachelor's degree in computer science, Information Technology, or related System Engineering field (or equivalent experience).
- Minimum of 3-5 years of extensive experience with Genesys Cloud CX (formerly PureCloud) and/or contact center technologies, including VoIP, SIP, WebRTC, IVR, IVA, and omnichannel routing.
- Extensive experience with Genesys Architect, Integrations, Interaction Routing, and/or Reporting tools. e.g., A3S (Elastic), Snowflake, Qlik Sense, etc.
- Familiarity with REST APIs, webhooks, and/or integration frameworks.
- Excellent analytical, troubleshooting, and communication skills.
- Ability to work independently and collaboratively in a fast-paced environment.
Preferred:
- Genesys Cloud certifications (e.g., Genesys Cloud CX Certified Professional)
- Experience with scripting languages (Python, JavaScript) and automation tools (Terraform, Ansible).
- Knowledge of cloud platforms such as AWS, Azure, or GCP.
- Experience with workforce management (WFM), quality assurance (QA), and analytics tools. e.g., NICE IEX, Intradiem, Thrive.
- Familiarity with Agile methodologies, DevOps practices, and tools such as Azure DeVOps (Azdo).
At MetLife, we’re leading the global transformation of an industry we’ve long defined. United in purpose, diverse in perspective, we’re dedicated to making a difference in the lives of our customers.
Salary : $110,000 - $130,000