Lead Solutions Engineer - Customer Platforms

The Opportunity

The Principal Software Engineer leads the architecture, design, and hands-on delivery of enterprise-scale customer interaction platforms leveraging Salesforce and/or Genesys technologies. This role advances MetLife’s digital contact center and customer experience capabilities, including AI-enabled virtual assistants, copilots, and agentic solutions.

Key Responsibilities

• Lead the architecture, design, and hands-on development of solutions across Salesforce Lightning (including Service Cloud) and/or Genesys (Cloud/CX/Voice) platforms
• Drive end-to-end product delivery from requirements through production support, ensuring scalable, reliable, and high-performing solutions
• Leverage GitHub Enterprise and modern engineering practices to support CI/CD, code quality, collaboration, and automation
• Design and build integrations (APIs, workflows, orchestration) enabling seamless customer interaction experiences across voice and digital channels
• Leverage AI to design and implement capabilities within Salesforce and Genesys, including virtual assistants, copilots, and agentic interaction patterns
• Mentor engineers and collaborate across teams, while clearly communicating technical designs and tradeoffs to both technical and business stakeholders

Required Qualifications

• 10+ years of overall experience with strong communication and presentation skills
• Strong experience in Salesforce Lightning, or Genesys platforms (experience with both is a strong plus, or similar customer interaction technologies)
• Proven ability to design and build enterprise-grade, distributed, API-driven solutions
• Hands-on experience delivering solutions across cloud, SaaS, and integration-heavy environments
• Experience using GitHub Enterprise (or similar platforms) for source control, CI/CD, and collaborative development
• Demonstrated ability to lead while remaining a hands-on engineer contributing to delivery
• Bachelor’s degree (or equivalent experience) in Computer Science or related field

Preferred Qualifications

• Experience with both Salesforce Lightning/Service Cloud and Genesys platforms in a contact center or customer experience environment
• Experience building AI-enabled solutions such as virtual assistants, copilots, or agentic interaction patterns
• Background in product development within customer experience or digital engagement platforms
• Familiarity with insurance or financial services domain
• Experience with event-driven architecture and real-time integrations

Location Expectation

This is a hybrid role requiring a minimum of 3 days per week in office. The expected salary range for this position is $120,000 - $170,000. This role may also be eligible for annual short-term incentive compensation and stock-based long-term incentives. All incentives and benefits are subject to the applicable plan terms.

About MetLife

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!

Equal Opportunity Employer

MetLife, Inc. is an equal opportunity employer. All employment decisions are made without regard 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 accommodations@metlife.com. 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. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liabilities.