IT Director

Job Location: United States : Pennsylvania : Clarks Summit Alternate Job Location : United States : North Carolina : Cary
Role Value Proposition:
The IT Director position is being added to execute on delivering new Global Customer Solution investments. The broader contact center strategy is focused implementing a seamless Omni Channel experience and moving traditional hosted data center applications into the cloud. This new IT Director role will be an exciting and challenging position that will be accountable for executing and delivering successful strategic projects.
Key Responsibilities:
+ Exemplary execution of the Social Media Sales and Servicing program
+ Contact center technology experience in directing work to reach success in a matrixed organization
+ Tightly manage a core team of a project manager, application developer and solution analyst plus up to 30 more matrixed team members and vendors for successful execution of the Social program
+ Accountable for 50% of the responsibility for assisting business AVP?s and VP?s in proving business case ROI and obtaining funding of future strategic business endeavors
+ Contribute to providing thought leadership and delivering on the overall contact center strategy
Essential Business Experience and Technical Skills:
+ Solid record of proven success in creating business growth through contact center innovation
+ Strong financial management, resource planning, effective escalation and estimating experience
+ Accomplished change management leader in accelerating productivity through culture change
+ Sound understanding of information risk, security, PCI, PII, SOX and legal consultative trigger points
+ Must see the benefits in forging partnerships to accomplish the end game expected results
+ 12 years of contact center IT leadership experience
+ 8 years of contact center application development or architecture domain experience
+ Undergraduate STEM degree or equivalent US Military training and experience
+ Technology solutions built around Salesforce CRM, Mobile, Chat and NICE VOC/WFM
+ MPLS, SIP, RTP, SIPREC, TLS and other protocol knowledge and experience to incorporate in designs
+ Strong presenter who can communicate efficiently with senior business and IT leaders
+ Advanced spreadsheet and presentation creation skills under tight deadlines
_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.?_
MetLife is a proud equal opportunity/affirmative action employer committed to attracting, retaining, and maximizing the performance of a diverse and inclusive workforce. It is MetLife's policy to ensure equal employment opportunity without discrimination or harassment based on race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/civil partnership status, genetic information, citizenship status, uniformed service member or veteran status, or any other characteristic protected by law.
MetLife maintains a drug-free workplace.
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Requisition #: 97994

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