Senior Engineer - Contact Center

  • Company: MetLife
  • Location: Cary, North Carolina
  • Posted: April 03, 2017
  • Reference ID: 51861-en_US

Role location: Cary, NC


MetLife is leading the global transformation in its industry. In the Senior Contact Center Network Engineer role you can make bold moves to drive business success. As part of the Enterprise Infrastructure and Architecture division, this role will drive the strategic direction of the global Contact Center Network. It is an exciting time to be part of the Contact Center Engineering team as we begin the transformation into an Omni-Channel environment.


  • Set and maintain the global Contact Center technology standards
  • Upgrades of the telephony and call recording platforms
  • Evaluation of Next Generation solutions (e.g., Omni-Channel, SIP, etc.)
  • Support strategic corporate initiatives (e.g., Real Estate changes, Compliance, etc.)
  • Provide level 3/4 support
  • Articulates the business value and impact of advanced technical and non-technical information and understands when to escalate issues


  • 5+ years of experience with Avaya Contact Center technology and architecture (CM, Session Manager, Experience Portal) OR equivalent Cisco technologies (UCCE, CVP, ICM)
  • 2+ years of experience with NICE call recording technology and architecture or similar
  • Good understanding of Toll Free Routing features and communications protocols such as H323 / SIP/ QoS / QSIG / G.711 / G.729, SRST, private line services from T1 to DS3
  • Should have demonstrated behaviors as a team player, critical thinking skills, accountability and taking ownership with excellent oral and written communication skills
  • Must have a high degree of technical expertise/professional mastery to recommend process improvements; the incumbent will often be consulted by peers and seen as the informal leader on tactical problems
  • Bachelor’s degree preferred; MBA or other advanced degree bonus. Avaya certification a plus, in-depth knowledge of both Cisco and Avaya systems a plus.





Business Category

Enterprise Infrastructure and Architecture


Number of Openings



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.



MetLife is a proud equal opportunity/affirmative action employer committed to attracting, retaining, and maximizing the performance of a diverse and inclusive workforce. It is MetLife's policy to ensure equal employment opportunity without discrimination or harassment based on race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/civil partnership status, genetic information, citizenship status, uniformed service member or veteran status, or any other characteristic protected by law.

MetLife maintains a drug-free workplace.

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Requisition #: 51861 

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