MetLife

* we will consider applications from European locations where MetLife has a presence. Warsaw, Poland would be the preference. 

 Our company is currently undergoing a significant transformation across the EMEA region. We operate six regional data centers that play a key role in supporting our test environments. Historically, each region has managed its own processes and infrastructure independently. However, we are now moving toward a more unified, global operating model. The goal of this transformation is to strengthen our internal knowledge base and improve collaboration between regional and global teams. By consolidating expertise and standardizing our practices, we aim to increase efficiency and reduce duplication of effort. This shift will also allow us to provide more consistent and scalable support worldwide. This transformation also focuses on improving collaboration with our internal business partners and responding more effectively to their needs.

EMEA Contact Centre & Telephony Engineer

The EMEA Contact Centre & Telephony team delivers and operates modern, cloud‑based Contact Centre and Telephony solutions across the EMEA region, supporting a multi‑country transformation program based on Genesys Cloud. This role is part of the Core Technical Team, working under the guidance of senior engineers and program leadership.

The Opportunity

As an EMEA Contact Centre & Telephony Engineer, you will play a hands‑on technical role in implementing, operating and evolving Contact Centre and Telephony solutions across multiple EMEA countries.

You will focus on execution and delivery, working within defined regional standards, while gaining exposure to large‑scale, multi‑country architecture and transformation initiatives.

This role is well‑suited for engineers who want to develop strong cloud CCaaS expertise in an enterprise environment.

How You’ll Help Us Build a Confident Future (Key Responsibilities)

• Support the implementation and configuration of Contact Centre and Telephony solutions based on Genesys Cloud.
• Participate in country migrations from legacy Contact Centre and telephony platforms.
• Configure and maintain: 
  • queues, routing, IVR elements,
  • telephony connectivity (SIP, BYOC Cloud),
  • integrations with business systems (via defined APIs and tools).
• Assist in operational support and stabilization of live environments post go‑live.
• Work closely with Senior Engineers to: 
  • apply regional standards and blueprints,
  • contribute to technical documentation and repositories.
• Support testing, validation and troubleshooting activities across environments.
• Collaborate with business stakeholders, vendors and internal IT teams as part of delivery activities.

What You Need to Succeed (Required Qualifications)

• 3+ years of experience in Contact Centre and/or enterprise telephony environments.
• Working knowledge of Genesys Cloud.
• Genesys Cloud certifications (e.g. GCCP).
• Understanding of core Contact Centre concepts: 
  • ACD, queues, IVR,
  • inbound/outbound call flows,
  • basic reporting and monitoring.
• Familiarity with SIP‑based telephony and VoIP concepts.
• Ability to work effectively as part of a distributed, international team.
• Good communication skills and fluency in English.

What Can Give You an Edge (Additional Skills)

• Experience with legacy Contact Centre platforms (Avaya, Cisco).
• Exposure to integrations with CRM or backend systems.
• Interest in developing expertise in cloud‑based CCaaS solutions.
• Experience working in regulated or enterprise environments.