MetLife

Lead Contact Center Engineer

Reposted 8 Hours Ago

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Cary NC USA

Hybrid

110K-130K Annually

Mid level

Fintech • Information Technology • Insurance • Financial Services • Big Data Analytics

At MetLife we’re a purpose-driven company that helps our customers build a more confident future.

The Role

The Lead Contact Center Engineer will design implement and support Genesys Cloud CX solutions ensuring effective customer interactions and operational efficiency. Responsibilities include architecture deployment system troubleshooting and team collaboration for innovative solutions.

Summary Generated by Built In

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.
Location Expectation: This is a hybrid role requiring a minimum of 3 days per week in office.
The expected salary range for this position is $110000 to $130000. This role may also be eligible for annual short-term incentive compensation. All incentives and benefits are subject to the applicable plan terms.
Benefits We Offer
Our U.S. benefits address holistic well-being with programs for physical and mental health financial wellness and support for families. We offer a comprehensive health plan that includes medical/prescription drug and vision dental insurance and no-cost short- and long-term disability. We also provide company-paid life insurance and legal services a retirement pension funded entirely by MetLife and 401(k) with employer matching group discounts on voluntary insurance products including auto and home pet critical illness hospital indemnity and accident insurance as well as Employee Assistance Program (EAP) and digital mental health programs parental leave paid time off paid holidays volunteer time off tuition assistance and much more!
About MetLife
Recognized on Fortune magazine's list of the "World's Most Admired Companies" Fortune World's 25 Best Workplaces™ as well as the Fortune 100 Best Companies to Work For® MetLife through its subsidiaries and affiliates is one of the world's leading financial services companies; providing insurance annuities employee benefits and asset management to individual and institutional customers. With operations in more than 40 markets we hold leading positions in the United States Latin America Asia Europe and the Middle East.
Our purpose is simple - to help our colleagues customers communities and the world at large create a more confident future. United by purpose and guided by our core values - Win Together Do the Right Thing Deliver Impact Over Activity and Think Ahead - we're inspired to transform the next century in financial services. At MetLife it's #AllTogetherPossible . Join us!
MetLife is an Equal Opportunity Employer. All employment decisions are made without regards to race color national origin religion creed sex (including pregnancy childbirth or related medical conditions) sexual orientation gender identity or expression age disability marital or domestic/civil partnership status genetic information citizenship status (although applicants and employees must be legally authorized to work in the United States) uniformed service member or veteran status or any other characteristic protected by applicable federal state or local law ("protected characteristics").
If you need an accommodation due to a disability please email us at [email protected]. This information will be held in confidence and used only to determine an appropriate accommodation for the application process.
MetLife maintains a drug-free workplace.
$110000 to $130000
#BI-Hybrid

Top Skills

Ansible

AWS

Azure

Dynamics

GCP

Genesys Cloud Cx

Iva

Ivr

JavaScript

Python

Rest Apis

Salesforce

Sip

Terraform

Voip

Webrtc

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The Company

HQ: New York NY

43000 Employees

Year Founded: 1868

What We Do

We're honored to be No. 10 on Great Place to Work's World's Best Workplaces and recognized in the Fortune 100 Best Companies to Work For® list in 2025. At MetLife we're leading the global transformation of an industry we’ve defined for over 157 years. At MetLife every innovation and line of code is a lifeline for our customers and their families—from victims of natural disasters to people living with disabilities and beyond. With operations in more than 40 markets and leading positions across the globe MetLife fosters an inclusive culture where our people are energized and inspired to deliver for our customers and communities. Join our remarkable journey—one in which you help write the next century of innovation in financial services—because with MetLife making the world a better place is All Together Possible.

Why Work With Us

At MetLife you’ll be working for a company whose purpose is to help customers throughout their life’s journey and often in their most critical time of need. You’ll be a part of developing leading-edge platforms that will have a lasting impact on the lives and well-being of tens of millions of customers.