Share this Job

Director - Software Development Engineering- Contact Center Technology

Date Posted: Jul 21, 2019

Location: Cary, NC, US, 27513

Company: MetLife

Job Location: United States : North Carolina : Cary  

 

Role Value Proposition: 

This IT Director role is responsible for the continuous enhancements of all Metlife’s customer facing applications (e.g. online) as well as agent applications serving our direct customer inquiries (e.g. contact center). This global application enhancement portfolio will follow an agile framework.

    

Key Responsibilities:  

  • Leading a team of 4 Managers and ~25 FTE & ~100 consultant s/w developers using Agile methods and Lean principles
  • Ensure non-functional requirements, code reviews, stress testing, QA & SDLC standards are met
  • Thought leader for complex integration architecture and understanding sequence of events across systems
  • Oversee software development with a total IT project portfolio of ~30M annually

 

Essential Business Experience and Technical Skills:

 

  • Solid estimating experience
  • Strong vendor management and negotiation skills
  • Accomplished organizational change management experience
  • Expert skills around information risk, fraud, security, PCI, PII, SOX and legal consultative trigger points
  • Must be proficient in forging partnerships with others to accomplish end game expected results
  • Advanced technical and people problem solving skills
  • Deep understanding of: Customer portals (B2B, B2C); contact center solutions (NICE WFM, VOC, Performance Management, Hosted Conversational Speech IVR, Salesforce.com, etc.); AI (chatbots, etc.)

 

Required:

  • Bachelor’s Degree with 10+ years’ experience leading large scale IT teams
  • 7+ years leading both Agile/Scrum & Waterfall teams
  • Experience in implementing both Cloud/SaaS Solutions & On-Premise Solutions
  • Diverse experience with a broad range of applications development platforms, technologies, middleware, frameworks and programming languages
  • Broad experience in software development lifecycle management
  • Ability to multi-task, and quickly remediate escalations between both IT & Business
  • Ability to build strong relationships w/IT & Business to negotiate & prioritize work
  • Strong communication skills (both written & oral)
  • Demonstrated problem solving & analytical thinking skills
  • SFDC Certification
  • Strong understanding of contacts centers, web/digital transformation

 

Preferred:

  • Insurance background
  • Mobile development experience
  • Splunk (identifying data patterns, providing metrics, diagnosing issues and providing business intelligence)
  • Grafana (Open platform for analytics and monitoring)
  • Mongo DB (to persist and cache data from DB’s)
  • Certified ScrumMaster® (CSM®)

 

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 #: 109073 


Nearest Major Market: Raleigh