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IT Director - Contact Center Systems Support

Date Posted: Feb 24, 2018

Location: Cary, NC, US, 27513

Company: MetLife

Job Location: Cary, NC

 

Role Value Proposition: 

Creates the vision, strategies, provides leadership in Contact Center infrastructure service, adopts technology innovations, maintains best-in-class Contact Center for the company, manages service governance and continuous improvement plan.  This role is responsible for the stability of Contact Center infrastructure, enablement of Contact center capabilities that are crucial for business to meet their objectives.  This position demands a broad depth of both technical and management competencies in Contact Center space.

    

Key Responsibilities:

  • Manage the performance of contractors (AT&T) and contact center technology vendors (Avaya, Cisco, NICE, Uptivity, Verizon, …)
  • Maintain/secure relationships with the business units, global MetLife technology partners, Application Development, and EI&A partners (primarily Engineering)
  • Continue to seek opportunities to secure/harden the contact center infrastructure and improve the proactive monitoring of critical components.  
  • Lead efforts related to service restoration and root cause analysis.
  • Provide metrics on platform/system performance.
  • Manage large expansion projects (e.g., CRE landscape initiatives) and assist Engineering with the deployment of new and emerging contact center technology, including the development of the support structure for the new solutions. 
  • Ensure the quality of Contact Center service in terms of stability, performance, and cost effectiveness. 
  • Ensures the compliance of architecture design and implementations.
  • Participates in in technology testing, evaluation and selection of Contact Center product and services for MetLife.
  • Manages a team of highly-skilled Contact Center professionals that provide a myriad of solutions and best-in-class service to MetLife.

 

Essential Business Experience and Technical Skills:

Required

  • 10+ years of related experience
  • Extensive knowledge on Voice and Contact Center technologies, including SIP, TDM, CM, Intelligent Call Routing, Call Recording, etc.
  • 5+ plus years in a management position related to IT within the financial services industry
  • Financial acumen, competency in developing management reports and presenting them to business and senior executives
  • Good understanding of voice and data networking

Preferred

  • Bachelor’s degree
  • Cisco Professional designation (CCNA, CCNP, CCIE)

 

Business Category

Global Infrastructure Technology Operations

 

Number of Openings

1

 

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 #: 93589 


Nearest Major Market: Raleigh