Assistant Contact Center Engineer

MetLife, Inc. • Cary, NC

72d

About The Position

Join our Contact Center Infrastructure Engineering team as an Assistant Infrastructure Engineer. This is a great opportunity for recent graduates or those starting their IT careers to learn and grow in a collaborative environment. You'll support the Genesys Cloud CX platform and work alongside experienced engineers to deliver seamless customer interactions. 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. Recognized on Fortune magazine's list of the "World's Most Admired Companies", Fortune World's 25 Best Workplaces, as well as the Fortune 100 Best Companies to Work For, 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 our core values - Win Together, Do the Right Thing, Deliver Impact Over Activity, and Think Ahead - we're inspired to transform the next century in financial services. At MetLife, it's #AllTogetherPossible. Join us! MetLife is an Equal Opportunity Employer. All employment decisions are made without regards to race, color, national origin, religion, creed, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, marital or domestic/civil partnership status, genetic information, citizenship status (although applicants and employees must be legally authorized to work in the United States), uniformed service member or veteran status, or any other characteristic protected by applicable federal, state, or local law ("protected characteristics"). If you need an accommodation due to a disability, please email us at [email protected]. This information will be held in confidence and used only to determine an appropriate accommodation for the application process. MetLife maintains a drug-free workplace.

Requirements

• Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent coursework/experience).
• Familiarity with contact center technologies (VoIP, IVR, omnichannel routing) is a plus.
• Basic understanding of cloud platforms (AWS, Azure, or GCP) is preferred.
• Strong analytical, troubleshooting, and communication skills.
• Willingness to learn and work in a fast-paced environment.

Nice To Haves

• Internship or project experience with Genesys Cloud or similar platforms.
• Exposure to scripting languages (Python, JavaScript) is a plus.
• Interest in Agile methodologies and DevOps practices.

Responsibilities

• Assist with the configuration and basic maintenance of Genesys Cloud CX solutions (call routing, IVR, digital channels).
• Help monitor system health and performance using Genesys Cloud tools.
• Support troubleshooting efforts under guidance from senior engineers.
• Participate in team meetings, training sessions, and Agile ceremonies.
• Document processes and contribute to internal knowledge bases.
• Collaborate with cross-functional teams to learn about integration and customer experience.
• Learn and help implement security policies and access controls.
• Support compliance efforts by assisting with audits and reviews.
• Stay up to date with Genesys Cloud updates and best practices.
• Seek opportunities to automate simple tasks and improve efficiency.

Benefits

• Our U.S. benefits address holistic well-being with programs for physical and mental health, financial wellness, and support for families.
• We offer a comprehensive health plan that includes medical/prescription drug and vision, dental insurance, and no-cost short- and long-term disability.
• We also provide company-paid life insurance and legal services, a retirement pension funded entirely by MetLife and 401(k) with employer matching, group discounts on voluntary insurance products including auto and home, pet, critical illness, hospital indemnity, and accident insurance, as well as Employee Assistance Program (EAP) and digital mental health programs, parental leave, volunteer time off, tuition assistance and much more!

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Insurance Carriers and Related Activities
• Number of Employees: 1,001-5,000 employees