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