MetLife is leading the global transformation in its industry. In the Contact Center Network Operations role you can make bold moves to drive business success. As part of the Enterprise Infrastructure team, this role will drive the tactical day to day operations of the global Contact Center Network and work closely with the Engineering teams within.. It is an exciting time to be part of the Contact Center Operation team as we begin the transformation into an Omni-Channel environment.
Responsible for the day to day operations and integrity of the Contact Center environment including troubleshooting, vendor communication, escalations, and upgrades.
Working with the following vendors: ATT- Avaya- West/Eckoh, Oracle and NICE.
Provide level 2/3 support of the MetLife contact center environment.
Support strategic corporate initiatives regarding the MetLife contact center environment (e.g. real estate changes, compliance, enhancements, etc).
Assist and lead in performing engineering changes, platform upgrades, and other enhancements to the contact center environment which may involve after hours work.
Essential Business Experience and Technical Skills:
5-10 years of experience with Avaya Contact Center technology and architecture (CM, Session Manager, Experience Portal). Excellent communications skills (written and verbal) and ability to work both independently and in a group. Innovated and forward thinking candidate who processes in depth knowledge of the Contact Center and willingness to think outside the box and expand their skillsets as needed. Should have demonstrated behaviors as a team player, critical thinking skills, accountability and taking ownership. Must have a high degree of technical expertise/professional mastery to recommend process improvements. Is often consulted by peers and seen as the informal leader on tactical problems. Articulates the business value and impact of advanced technical and non-technical information and understands when to escalate issues. Undergraduate degree required,
Voice certifications, CCNA
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.