Location
Horaires de Travail
Temps plein
Arrangement de Travail
Hybride
Déplacement requis
25%
Aide à la réinstallation possible
Non
Date d'envoi
21-Avr-2026
ID de l'emploi
17157
Description et exigences
* 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.
Senior EMEA CC & Telephony Implementation and Service Delivery Manager
EMEA Contact Centre and Telephony
The Contact Centre and Telephony team, responsible for the implementation, support and maintenance of Contact Centre platforms and voice services for businesses across the EMEA region, is part of the infrastructure organization focused on transforming and supporting the technology platforms that provide critical services across nearly 20 countries.
The Opportunity
In this key role as Senior EMEA CC & Telephony Implementation and Service Delivery Manager, you will act as the lead responsible for preparing, overseeing, and coordinating the implementation and migration of services to the Genesys Cloud platform. You will own post‑migration service operations, ensure consistent standards and governance, and act as the primary interface for business stakeholders, technology teams, and global partners. Your work will be fundamental to establishing stable operations, standardization, and repeatable deployment practices across EMEA.
How You’ll Help Us Build a Confident Future (Key Responsibilities)
- Lead and oversee implementation and migration activities to the Genesys Cloud platform across the EMEA region.
- Take operational ownership of post‑migration service delivery, ensuring stability, incident and change management, and continuous improvement.
- Collaborate closely with CC & Telephony engineers, integrators, developers, and reporting/WEM specialists to deliver consistent deployment models.
- Represent the Contact Centre function to business stakeholders, IT, security, and global teams.
- Oversee processes, standards, and documentation (routing, IVR/IVA, integrations, WEM, telecom, CI/CD) and ensure alignment with global frameworks.
- Partner with Genesys as a strategic collaborator for best practices, architecture reviews, roadmap engagement, and governance.
- Support the development of the regional Blueprint, operating model, and repeatable deployment framework.
What You Need to Succeed (Required Qualifications)
- 7+ years of experience managing Contact Centre and telephony services in a multi‑country environment.
- Proven leadership experience in large‑scale CCaaS migration projects, ideally to Genesys Cloud.
- Strong ability to lead technical teams and collaborate effectively with diverse stakeholder groups.
- Solid knowledge of Contact Centre architecture, telephony (SIP, SBC, Avaya/Cisco), integrations, and ITIL processes.
- Working knowledge of Agile delivery methods alongside ITIL, including practical experience coordinating cross‑functional work in iterative increments.
- Exceptional communication skills with the ability to operate fluently in both business and technical language, translating complex concepts into clear, outcome‑oriented narratives for executives and delivery teams.
- Fluent English.
What Can Give You an Edge (Additional Skills)
- Experience working in a large global organization, preferably in financial services or insurance.
- Certifications such as Genesys Cloud; PMP/Prince2 are a plus.
- Strong analytical skills and the ability to capture business and technical needs in a clear, structured way (e.g., use cases, Agile user stories and acceptance criteria).
- Ability to define and structure Epics to support product and delivery planning in Agile environments.
Benefits We Offer
Our benefits address holistic wellbeing with programs for physical and mental health, financial wellness, and support for families. We offer comprehensive healthcare paid for by the company and access to a private medical subscription, as well as a MultiSport card that gives you access to a wide range of sports facilities. You’ll also enjoy a hybrid way of work with flexible hours, financial subsidies, an annual performance bonus, and a vacation bonus. In addition to your standard paid time off, you also get one “special day” off to use when you choose.
About MetLife
MetLife Poland, based in Warsaw, is a Center of Excellence (CoE) providing services focused mainly on Finance, Actuarial, Procurement and IT. Our CoE supports EMEA markets including Italy, Spain, Portugal, France, Hungary, Romania, UK & Ireland, Czech Republic, Slovakia, Bulgaria, Ukraine, Cyprus, Turkey, Gulf , Egypt, Lebanon, and Jordan, and services global teams in the United States.
Recognized on Fortune magazine's list of the "World's Most Admired Companies" and Fortune World’s 25 Best Workplaces™, 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!