Job
Description
City/Cities Noida Country India Working Schedule Full-Time Work Arrangement Hybrid Relocation Assistance Available No Posted Date 09-Jun-2025 Job ID 8934 Description and Requirements Job Responsibilities Partner and collaborate with the businesses to gain a thorough understanding of the contact center business and their vision to ensure IVR strategy aligns with overall service vision and strategies. Responsible for documenting, reviewing and getting approval of the business requirements for each feature. Help derive the desired user experience to improve customer experience and operational efficiency. Prepare requirement documents such as BRD, FRD, User Stories, Mapping Sheets etc. Support UAT Testing by helping define the UAT test scenarios, review UAT test cases and support UAT testing team. Providing systems training to Business and End User. Prioritize and resolve issues and defects through collaboration within the delivery team and across the organization. Knowledge, Skills and Abilities Education Bachelor's degree in Computer Science, Engineering, or related discipline Experience 8+ years of experience with medium-to-large technology-based projects. Knowledge and skills (general and technical) Exposure to IVR Applications. Expert understanding of technologies used in the IVR and telephony: Dialogue Design tools, Chat bot, Text to Speech, Speech Recognition, Toll Free Number Engineering, Automatic Call Distribution, Natural Language Processing. Expert understanding of benefits of IVR: Call Containment, Call Misdirects, User experience, Cost Savings, Average Handle/Call Time. Expert understanding of Agile Methodologies, Backlog grooming, Sprint Planning. Expert understanding of Collaboration Tools such as SharePoint, Microsoft Teams, Microsoft Power point, Microsoft visio. Excellent Communication, organization and planning skills. Stakeholder Management Should have experience in complete software development lifecycle using Agile and Scrum methodologies. Ability and desire to learn new skills and techniques. Excellent troubleshooting and communication skills. Work with cross functional teams to support worldwide solution. About MetLife Recognized on Fortune magazine's list of the 2025 "World's Most Admired Companies" and Fortune World’s 25 Best Workplaces™ for 2024, 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 empathy, we’re inspired to transform the next century in financial services. At MetLife, it’s #AllTogetherPossible. Join us!
