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Call Flow Senior IT Analyst

Date Posted: May 1, 2019

Location: Cary, NC, US, 27513

Company: MetLife

Job Location:  Cary, NC


Role Value Proposition: 

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:  

  • Support both business as usual requests along with various project based work
  • 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.
  • Build Call Routing that incorporates the design, from the Network, through multiple Avaya platforms, and IVR solutions.
  • Provide troubleshooting support when issues arise to assist with identifying and resolving as necessary.
  • Maintain necessary documentation that maps out call flows, logs aspects of call routing items, and records status of ongoing work requests.
  • Collaborate with internal/external partners (Avaya, AT&T, Voice Engineering, IVR AD Team, Contact Center Leadership, Enabling Services – ROC, Reporting, WFM)


Essential Business Experience and Technical Skills:


  • 2+ years of experience with Avaya based Call Routing (Communication Manager, Experience Portal, Call Back Assist, CMS)
  • Working knowledge of AT&T Network Routing System (RouteIt)
  • Strong organizational skills with the ability to effectively manage multiple assigned projects
  • Work in a rotating on call support environment



  • Experience supporting large multi-site Contact Center environment  
  • Well versed with MS Office – including a working knowledge of Visio
  • Experience running SQL queries
  • Bachelor’s degree in Computer Science or equivalent experience.  
  • Knowledge of Avaya Business Rules Engine / Dynamic Routing


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.

For immediate consideration, click the Apply Now button. You will be directed to complete an on-line profile. Upon completion, you will receive an automated confirmation email verifying you have successfully applied to the job.

Requisition #: 109096 

Nearest Major Market: Raleigh