IT, Infrastructure Services Group, Voice Engineer, GG11

Job Summary:

The Voice Engineer will be working side-by-side with the business department to build a comprehensive and streamlined voice/call center infrastructure. Voice architecture and designs, communication with the user/business department, end-to-end lifecycle management, device configurations, device upgrades and replacements throughout each datacenter and all office & branches.

Responsibilities:

•    Communicate closely with business units regarding Voice infrastructure and define requirements.
•    Design configurations and create blueprints for Voice infrastructure.
•    Perform advanced testing and upgrades of Voice devices.
•    Establish and update local standards and best practices in technical areas.
•    Provide leadership on the Voice engineering team.
•    Communicate with vendors and control them appropriately.
•    Communicate directly with vendors, peers, business partners, application developers, and management as needed.
•    Plan and implement a wide range of solutions to problems or regulatory changes.
•    Represent the team in major collaborative efforts for key IT and company initiatives.
•    Perform advanced and detailed analysis on a variety of events or problems.
•    Prepare project plans and other related documents and procedures related to Voice infrastructure for projects in which he/she participates.
•    Serve as project leader or project representative for each phase of the project in which he/she participates.
•    Proactively identify technical and procedural concerns and avoid gaps and problems in participating projects.
•    Release and modify new solutions and tools, including compatibility testing and documentation of procedures and issues.
•    Prepare proposals with financial impacts for hardware and software.

Requirements:

•    4-8 years’ experience in all phases of design, installation, and maintenance in voice technology.
•    Extensive general knowledge of networking, security, and storage.
•    Extensive technical knowledge of hardware, software, design, topology, and protocols related to voice infrastructure and applications.
       - UC Solution
       - Call center Solution (e.g. Avaya, Cisco UCCE or other CCaaS solution)
       - Call Center applications such as Customer feedback survey, Visual IVR, Callback, WFM, Omni-Channel etc.
       - Carrier voice circuits - BRI, PRI, SIP trunking and SBC
•    Bachelor's degree equivalent work experience in an IT related field.
•    Willingness and ability to solve complex problems.
•    Attention to detail, accuracy and high quality.
•    Ability to communicate effectively within the infrastructure team and with external stakeholders.
•    Excellent interpersonal and presentation skills; able to effectively communicate concepts to business and technology stakeholders and senior management.
•    Highly motivated to learn new technologies and evaluate their application at MetLife.
•    Clean, organized, and able to work independently with minimal direction.
•    Able to work on multiple large, complex projects simultaneously as a facilitator or team member within a team.
•    Excellent written and oral communication skills in English and Japanese
 

Hold an active network related certification such as:
ITIL Foundation
Cisco Certified Network Associate (CCNA) Data Center
Cisco Certified Network Professional (CCNP) Routing and Switching
Cisco Certified Network Professional (CCNP) Voice
 

Preferable:

Cisco Certified Internetwork Expert (CCIE) Routing and Switching
PMA Project Management Professional(PMP)
 

Language:

Japanese : Advanced 

English : Intermediate or above