Lead Solutions Engineer - Customer Platforms

When you join MetLife’s Global Technology team, you’ll be part of a forward-thinking group dedicated to shaping the future of digital solutions for customers worldwide. You’ll develop, maintain and support technology applications and delivery, leveraging AI, automation, and contemporary ways of working to enhance experiences and drive business outcomes. Your work will simplify complex processes, improve tech resiliency, and ensure high-performing, seamless solutions that power life’s most important moments. In this dynamic environment, you’ll collaborate with talented peers across teams and functions, expanding your skills in impactful ways. Ready to push boundaries and set new industry standards? Join us and help drive the future of technology forward.

The Principal Software Engineer is responsible for leading the architecture, design, and hands-on delivery of enterprise-scale customer interaction platforms leveraging Salesforce and/or Genesys technologies. This role plays a critical part in advancing MetLife’s digital contact center and customer experience capabilities, including AI-enabled virtual assistants, copilots, and agentic solutions.

• Lead the architecture, design, and hands-on development of solutions across Salesforce Lightning (including Service Cloud) and/or Genesys (Cloud/CX/Voice) platforms
• Drive end-to-end product delivery from requirements through production support, ensuring scalable, reliable, and high-performing solutions
• Design and build integrations (APIs, workflows, orchestration) enabling seamless customer interaction experiences across voice and digital channels
• Leverage GitHub Enterprise and modern engineering practices to support CI/CD, code quality, collaboration, and automation
• Design and implement AI-enabled capabilities within Salesforce and Genesys, including virtual assistants, copilots, and agentic interaction patterns
• Mentor engineers and collaborate across teams, while clearly communicating technical designs and tradeoffs to both technical and business stakeholders

• 10 years of overall experience with strong communication and presentation skills.
• Strong experience in Salesforce Lightning, or Genesys platforms (experience with both is a strong plus, or similar customer interaction technologies).
• Proven ability to design and build enterprise-grade, distributed, API-driven solutions.
• Hands-on experience delivering solutions across cloud, SaaS, and integration-heavy environments
• Experience using GitHub Enterprise (or similar platforms) for source control, CI/CD, and collaborative development
• Demonstrated ability to lead while remaining a hands-on engineer contributing to delivery.
• Bachelor’s degree (or equivalent experience) in Computer Science or related field.

• Experience with both Salesforce Lightning/Service Cloud and Genesys platforms in a contact center or customer experience environment
• Experience building AI-enabled solutions such as virtual assistants, copilots, or agentic interaction patterns
• Background in product development within customer experience or digital engagement platforms
• Familiarity with insurance or financial services domain
• Experience with event-driven architecture and real-time integrations

The expected salary range for this position is $120,000 - $170,000. This role may also be eligible for annual short-term incentive compensation and stock-based long-term incentives. All incentives and benefits are subject to the applicable plan terms.