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Call Flow Systems Manager

Date Posted: Jul 14, 2019

Location: Cary, NC, US, 27513

Company: MetLife

Job Location: Cary, NC


Role Value Proposition: 

At MetLife, we seek to make a meaningful impact in the lives of our customers and our communities. The Global Technology & Operations group (GTO) is a diverse team of engineers, developers, business analysts, and project managers with the freedom to create innovative solutions to address core business challenges within MetLife. This role will require daily collaboration with our Contact Center Business Partners to address daily adjustments to interaction routing solutions and TFN maintenance. In addition, this role partners closely with Voice Engineering, Voice Operations and IVR App Development teams to plan, test and implement advance Contact Center technologies to provide the best Customer Experience possible.


Key Responsibilities:  

  • Works closely with IT AD, IT engineering, and Third-Party Vendors, on the technical specifications and ensure that teams have all of the information they need to deliver a complete solutions to production. Serve as the Voice Platform solution SME to technical partners, providing business expertise and information supporting their development of investigation procedures and processes enabling identification and resolution of production technical issues on MetLife’s platforms. Design Call Flows that meet the needs of the business, align with the standards of the company and ensure a customer centric experience. You’ll utilize AT&T Route-It and construct primary and contingent routing paths and terminations into the multiple sites in addition to the standard Avaya Call Routing solutions.
  • Collaborate with internal/external partners (Avaya, AT&T, Voice Engineering, IVR AD Team, Contact Center Leadership, Enabling Services – ROC, Reporting, WFM) to drive the delivery of
  • Oversee and drive the delivery of multiple projects and BAU work, removing blockers, and creating transparency.
  • Creating and presenting executive level communications.
  • Managing milestone plans, issues, risks, and dependencies.
  • In-depth knowledge of Digital strategies and complex technology environments.
  • Partner closely with a diverse set of teams in a very dynamic and challenging program.
  • Responsible for the career growth of the team by setting annual performance goals, reviews and training needs.


Essential Business Experience and Technical Skills:


  • 8+ years of experience managing teams responsible for Avaya based Call Routing (Communication Manager, Experience Portal, Call Back Assist, CMS)
  • Experienced using AT&T Network Routing System (RouteIt), Creating TFN Orders and knowledge of cost models
  • Strong organizational skills with the ability to effectively manage resource assignments, risk identification and mitigation across multiple assigned projects
  • Problem-solver with the ability to translate qualitative and quantitative information into actionable recommendations. Strong leader with demonstrated sound business judgment. 
  • Solid interpersonal and teamwork skills – including oral and written communications, relationship building, collaboration, influencing, negotiation and conflict mediation – across a broad range of levels in the organization.


  • Experience managing large scale programs with several tracks
  • Backtround supporting a large multi-site Contact Center environment  
  • Bachelor’s degree in Computer Science or related field.


Business Category

Global Infrastructure Technology Operations


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 #: 109556 

Nearest Major Market: Raleigh