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.

The Team You Will Join 

The Contact Centre and Telephony team, responsible for the implementation, support and maintenance of the contact centre platforms and associated voice services for the businesses across the region, is part of an infrastructure team focused on transforming and supporting the technology platforms providing critical services to our businesses in around 20 countries across EMEA.  

The Opportunity 

In this critical role as an EMEA Contact Centre and Telephony Engineer, you will be working in the team responsible for helping the business transform the way that they interact with the customer. Helping move away from legacy platforms by guiding the operational and sales teams in the use of modern technologies. Providing insight into the features and benefits potentially available to them and helping them understand how they might be applied to provide benefits to the business.

You will be helping implement the strategic migration to our target platform, Genesys Cloud. You will bring new countries on to the platform, working closely with Genesys and business teams to implement the environment and be a key technical resource involved in performing the migration of services, integrations and processes. Taking on operational responsibility for the platform once live. Other existing contact centre and telephony (Cisco, Avaya, IPFX) platforms will also need to be maintained, updated and changed in support of business needs.

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

• Take full ownership of the current contact centre platforms (Avaya, IPFX, UCCX) and underlying telephony environments (Avaya, CUCM), ensuring stability and service excellence.
• Be a key technical contact for the strategic transformation and migration of services onto the target global contact centre platform, Genesys Cloud.
• Act as the regional technical contact for Genesys Cloud, championing its features and benefits to support business operations and sales teams.
• Partner directly with business stakeholders to design and implement new campaigns, workflows, and optimised ways of working within the contact centre.
• Help drive innovation by introducing new capabilities, including AI assistants, bots, and advanced analytics, to achieve key business goals.
• Assist in the management of vendor relationships, service levels, and budgets related to contact centre and telephony services in the region.

What You Need to Succeed (Required Qualifications)

• 5+ years of experience managing large-scale, multi-site contact centre and enterprise telephony environments.
• Proven experience working and collaborating effectively within an extended technical team.
• Demonstrable experience playing a key role in a major contact centre platform migration, ideally to a cloud-based CCaaS solution.
• Strong hands-on knowledge of Genesys Cloud architecture, configuration, and administration.
• Solid understanding of legacy contact centre and telephony technologies from vendors like Avaya (e.g., Communication Manager, Aura) and Cisco (e.g., UCCX, CUCM).
• Exceptional stakeholder management and communication skills, with the ability to translate complex technical concepts into business value.
• Fluent and effective at communicating in English.
• Bachelor’s degree in information technology, computer science, or equivalent practical experience.

What Can Give You an Edge (Additional Skills)

• Experience working within a large, global financial services or insurance company.
• Professional-level certifications, such as Genesys Cloud CX Certified Professional (GCCP).
• Relevant industry certifications in legacy systems, such as Cisco Certified Network Professional (CCNP) Collaboration or Avaya Certified Implementation/Support Specialist (ACIS/ACSS).
• Practical experience implementing AI, analytics, and automation within a contact centre environment.
• Knowledge of network protocols, SIP trunking, and SBCs (Session Border Controllers).