EMEA Contact Centre and Telephony Engineer

Join to apply for the EMEA Contact Centre and Telephony Engineer role at MetLife Poland.

MetLife Poland, based in Warsaw, is a Center of Excellence (CoE) providing services focused mainly on Finance, Actuarial, Procurement and IT. Our CoE supports EMEA markets including Italy, Spain, Portugal, France, Hungary, Romania, UK & Ireland, Czech Republic, Slovakia, Bulgaria, Ukraine, Cyprus, Turkey, Gulf, Egypt, Lebanon, and Jordan, and services global teams in the United States.

Our company is currently undergoing a significant transformation across the EMEA region. We operate six regional data centers that play a key role in supporting our test environments. Historically, each region has managed its own processes and infrastructure independently. However, we are now moving toward a more unified, global operating model. The goal of this transformation is to strengthen internal knowledge, improve collaboration, increase efficiency, reduce duplication, and provide more consistent and scalable support worldwide. It also focuses on improving collaboration with our internal business partners and responding more effectively to their needs.

The Team You Will Join

The Contact Centre and Telephony team, responsible for the implementation, support, and maintenance of the contact centre platforms and associated voice services for the businesses across the region, is part of an infrastructure team focused on transforming and supporting the technology platforms that provide critical services to our businesses in around 20 countries across EMEA.

The Opportunity

In this critical role as an EMEA Contact Centre and Telephony Engineer, you will help the business transform the way it interacts with customers. You will move away from legacy platforms by guiding the operational and sales teams in the use of modern technologies and providing insight into the features and benefits available. You will lead the strategic migration to our target platform, Genesys Cloud, bringing new countries onto the platform and working closely with Genesys and business teams to implement, migrate services, integrations, and processes. You will take operational responsibility for the platform once live. Ongoing maintenance, updates, and changes to existing platforms such as Cisco, Avaya, and IPFX will also be required.

Key Responsibilities

• Take full ownership of the current contact centre platforms (Avaya, IPFX, UCCX) and underlying telephony environments (Avaya, CUCM), ensuring stability and service excellence.
• Be a key technical contact for the strategic transformation and migration of services onto the target global contact centre platform, Genesys Cloud.
• Act as the regional technical contact for Genesys Cloud, championing its features and benefits to support business operations and sales teams.
• Partner directly with business stakeholders to design and implement new campaigns, workflows, and optimised ways of working within the contact centre.
• Help drive innovation by introducing new capabilities, including AI assistants, bots, and advanced analytics, to achieve key business goals.
• Assist in the management of vendor relationships, service levels, and budgets related to contact centre and telephony services in the region.

Required Qualifications

• 5+ years of experience managing large-scale, multi-site contact centre and enterprise telephony environments.
• Proven experience working and collaborating effectively within an extended technical team.
• Demonstrable experience playing a key role in a major contact centre platform migration, ideally to a cloud-based CCaaS solution.
• Strong hands‑on knowledge of Genesys Cloud architecture, configuration, and administration.
• Solid understanding of legacy contact centre and telephony technologies from vendors like Avaya (e.g., Communication Manager, Aura) and Cisco (e.g., UCCX, CUCM).
• Exceptional stakeholder management and communication skills, with the ability to translate complex technical concepts into business value.
• Fluent and effective at communicating in English.
• Bachelor’s degree in information technology, computer science, or equivalent practical experience.

Additional Skills

• Experience working within a large, global financial services or insurance company.
• Professional-level certifications, such as Genesys Cloud CX Certified Professional (GCCP).
• Relevant industry certifications in legacy systems, such as Cisco Certified Network Professional (CCNP) Collaboration or Avaya Certified Implementation/Support Specialist (ACIS/ACSS).
• Practical experience implementing AI, analytics, and automation within a contact centre environment.
• Knowledge of network protocols, SIP trunking, and SBCs (Session Border Controllers).

Benefits We Offer

Our benefits address holistic wellbeing with programs for physical and mental health, financial wellness, and support for families. We offer comprehensive healthcare paid for by the company and access to a private medical subscription, as well as a MultiSport card that gives you access to a wide range of sports facilities. You’ll also enjoy a hybrid way of work with flexible hours, financial subsidies, an annual performance bonus, a vacation bonus, and one “special day” off to use when you choose.

Seniority Level

Not Applicable

Employment Type

Full-time

Job Function

Engineering and Information Technology

Industries

Insurance

Locations

Warsaw, Mazowieckie, Poland