Job Description

City/CitiesNoidaCountryIndiaWorking ScheduleFull-TimeWork ArrangementHybridRelocation Assistance AvailableNoPosted Date22-Oct-2024Job ID4152Description and RequirementsPosition SummaryMetLife is leading the global transformation in its industry. In the Call Flow Engineer role, you can make bold moves to drive business success. As part of the Global Infrastructure End-User Technology division, this role will support the strategic direction of the Contact Center.This role involves proactive monitoring of the OneVoice environment, identifying potential issues, and implementing solutions to enhance the digital experience of employees. We need a strategic thinker with a strong technical background in desktop infrastructure and performance optimization.This position is based in India. We are only able to accept applications for those based in India or have sponsorship to live and work in India. The position operates on a hybrid mode from Noida only, we would expect you to be in the office regularly.Job Responsibilities

• Administration and design of Contact Center routing and segmentation applications
• Work directly with internal stakeholders to capture business requirements, recommend, and implement solutions
• Build relationships with technical leaders and business stakeholders to enhance collaboration, information sharing, decision-making and influence decisions
• Provide day-to-day functional and technical support to internal customers
• 3+ years of experience with Genesys solutions including Architect for building call flows
• Demonstrate a high degree of technical expertise/professional mastery to recommend process improvements.
• Excellent communications skills (written and verbal) and ability to work both independently and in a group
• Should have demonstrated behaviors as a team player, critical thinking skills, accountability and taking ownership
• Articulates the business value and impact of advanced technical and non-technical information and understands when to escalate issues
• Leading efforts in identifying, evaluating, and implementing automation opportunities within the organization.
• Documenting configurations, procedures, and issue resolutions comprehensively.
• Analyze/troubleshoot escalated tickets related to desktop performance
• Analyze data sets containing user feedback and determine action items

Education, Technical Skills & Other Critical RequirementEducationBachelor\'s degree (Any Stream) or diploma with a minimum of 15 years of education.Experience(In Years)

• 3+ Genesys Cloud experience using Architect to build call flows

Technical Skills

• Avaya Contact Center technologies (CM, Session Manager, Experience Portal, Dynamic Self Service)

• Experience programming complex business call flows in an insurance vertical

• Network Carrier integrations, design, and tools (RouteIt)

Other Critical requirementsProven Functional experience in resolving a break fix scenario.Experience with scripting languages

MetLife