Software Platform Engineer II

Requirements

Description and Requirements

Role Value Proposition

MetLife is offering an exciting opportunity to contribute to our digital and AI transformation journey. We are seeking experienced Genesys Engineers to drive the transformation that will enable business results.

Key Responsibilities:

• Monitor and maintain the Genesys Cloud platform to ensure optimal performance and uptime
• Troubleshoot and resolve incidents, service requests, and technical issues within SLAs
• Perform routine maintenance, upgrades, and patch management as required.
• Act as the primary point of contact for Genesys-related incidents in the production environment.
• Ensure changes are implemented through Change Management processes, minimizing impact on business operations.
• Proactively recommend improvements to enhance Genesys Cloud capabilities and user experience.
• Maintain detailed technical documentation, SOPs, and troubleshooting guides.
• Conduct periodic system health checks and capacity planning.
• Provide training and knowledge sharing to internal teams on Genesys Cloud best practices.
• Participate in regular BAU meetings, incident reviews, and service improvement discussions.
  
  
  

Candidate Qualifications - Essential Business Experience and Technical Skills:

Education:

• Bachelor in Computer Science or equivalent
• ITIL Foundation certification (preferred).
  
  
  

Experience

• 3+ years in Genesys Cloud CX or Genesys Engage platforms.
• Experience with Genesys Cloud APIs, automation scripting, and reporting is a plus.
• Knowledge of IVR, Call Routing, SIP Trunking, and Contact Center Infrastructure.
• Experience in troubleshooting Genesys Cloud logs, APIs, and configurations.
• Familiarity with cloud-based contact center solutions and integrations.
• Ability to analyze logs and troubleshoot voice, chat, email, and digital interactions.
• Strong stakeholder management and communication skills for engaging with technical and business teams.
• Exposure to cloud platforms (AWS, Azure) and integration with CRM solutions (Salesforce, ServiceNow, etc.) is beneficial.
  
  
  

About MetLife

Recognized on Fortune magazine's list of the 2024 "World's Most Admired Companies" and Fortune World’s 25 Best Workplaces™ for 2024, MetLife , through its subsidiaries and affiliates, is one of the world’s leading financial services companies; providing insurance, annuities, employee benefits and asset management to individual and institutional customers. With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East.

Our purpose is simple - to help our colleagues, customers, communities, and the world at large create a more confident future. United by purpose and guided by empathy, we’re inspired to transform the next century in financial services.

At MetLife, it’s #AllTogetherPossible . Join us!