Lead Contact Center Engineer - 14370

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.
• Participate in Agile sessions and contribute 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 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).

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 $130,000 - $135,000. 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, 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.
$130,000 - $135,000
#BI-Hybrid