Location Designation: Hybrid - 3 days per quarter

As part ofNew York Life's Technology organization, you will play a critical role in enhancing thedigital and communication experiencefor our employees, agents, and clients. Leveragingobservability, analytics, and Generative AI, this position is focused on creating adata-driven, user-centeredunderstanding of how our enterprise network and telephony environments impact colleague experience.

Your mission: deliverseamless, reliable, and transparent experiencesby transforming performance data into proactive insights that improve satisfaction, reduce friction, and ensure our technology empowers every user to perform at their best.

We're seeking apassionate engineerwith a strong background innetwork and telephony observability,experience analytics, andreporting frameworks, who is driven tomeasure, visualize, and continuously improveuser experience across voice and data systems.

What You'll Do Experience-Centric Observability

• Design and maintain anobservability frameworkthat provides full visibility into how network and telephony performance affects theend-user experience.
• Utilize tools like ThousandEyes, ZDX, Wireshark, andNetFlowto correlate infrastructure health withreal-world user impact.
• Buildapplication- and call-aware monitoringto proactively detect degradations before users are affected.
• Integrate telemetry data into unified dashboards (e.g.,Splunk, Grafana, Elastic) focused onuser experience indicatorsrather than system-only metrics.

Experience Reporting & Insights

• Define, capture, and refineExperience Level Indicators (XLIs)alongside traditional SLIs, SLOs, and KPIs.
• Develop automated reports and visual dashboards that measurenetwork reliability, voice quality, latency, jitter, and packet lossin the context of user satisfaction and productivity.
• Delivermonthly and quarterly experience scorecardsto executives and service teams highlightingexperience trends,pain points, andsuccess metrics.
• Partner with Service Desk and Business Technology teams tocorrelate ticket data and feedbackwith network and telephony performance insights.

Proactive Experience Management

• Use observability data, trend analysis, and AI-driven correlation techniques toidentify chronic or emerging experience degradations.
• Implement intelligent alerting frameworks thatdistinguish between noise and user-impacting issues, improvingmean time to detect (MTTD)andmean time to resolve (MTTR).
• Lead post-incident reviews to uncoverexperience blind spotsand drive continuous improvement in monitoring and response.

Collaboration & Experience Design

• Serve as thebridge between engineering, operations, and service managementto ensure observability efforts directlyenhance the colleague experience.
• Collaborate with UX, Service Design, and Business Relationship teams to incorporateuser sentiment, feedback loops, andjourney analyticsinto network and voice service reviews.
• Advocate forexperience-first engineering-influencing design, tools, and processes that simplify technology interaction for colleagues.

What You'll Bring

• Bachelor's degree in Computer Science, Information Systems, or equivalent practical experience.
• 5+ years of experience innetwork or voice infrastructure engineeringwith a focus onobservability and experience analytics.
• Proficiency withtelemetry, monitoring, and analytics tools(SolarWinds, ThousandEyes, NetFlow, Splunk, Grafana, Elastic).
• Strong ability totranslate complex performance data into experience narrativesthat drive operational and business decisions.
• Excellent communication anddata storytelling skills-capable of conveying user-impact insights to both technical and executive audiences.

Preferred Qualifications

• Professional certifications such asCCNP, JNCIP, or equivalent.
• Experience withunified communicationsplatforms (Cisco CUCM, Zoom, Teams) andexperience analyticsfor collaboration tools.
• Familiarity withSD-WAN, Zero Trust Networking, and hybrid cloud environments (AWS, Azure, GCP).
• Experience withexperience management frameworks(e.g., XLAs, sentiment analytics, or digital experience monitoring).

Why Join Us

• Be akey architectin transforming New York Life'snetwork and voice infrastructure into an experience-driven ecosystem.
• Influencehow we measure, report, and acton colleague technology experiences at scale.
• Collaborate with forward-thinking teams usingAI, automation, and analyticsto improve everyday technology interactions.
• Enjoy acollaborative culture, continuous learning opportunities, and acompetitive compensation and benefits package.

Pay Transparency Salary Range:$97,500-$139,500

Overtime eligible:Exempt

Discretionary bonus eligible:Yes

Sales bonus eligible:No

Actual base salary will be determined based on several factors but not limited to individual's experience, skills, qualifications, and job location. Additionally, employees are eligible for an annual discretionary bonus. In addition to base salary, employees may also be eligible to participate in an incentive program.

Company Overview At New York Life, our 180-year legacy of purpose and integrity fuels our future. As we evolve into a more technology-, data-, and AI-enabled organization, we remain grounded in the values that drive lasting impact.

Our diverse business portfolio creates opportunities to make a difference across industries and communities-inviting bold thinking, collaborative problem-solving, and purpose-driven innovation. Here, you'll find the rare balance of long-standing stability and forward momentum, supported by an inclusive team that honors tradition while embracing progress.

As a Fortune 100 mutual company, we offer a place to grow your skills, contribute to meaningful work, and deliver solutions that matter. Your ideas drive what's next, and your growth powers it.

Our Benefits We provide a full package of benefits for employees - and have unique offerings for a modern workforce, including leave programs, adoption assistance, and student loan repayment programs. Based on feedback from our employees, we continue to refine and add benefits to our offering, so that you can flourish both inside and outside of work. Click here to discover more about our comprehensive benefit options or visit our NYL Benefits Site.

Our Commitment to Inclusion At New York Life, fostering an inclusive workplace is fundamental to who we are and how we serve our communities. We have a longstanding commitment to creating an environment where individuals can contribute their best and succeed together. This foundation is rooted in our core values of humanity and integrity, ensuring that every employee feels valued and supported. By embracing a broad range of perspectives and experiences, we achieve greater success and fulfill our promise of providing financial security and peace of mind to families across all communities. Click here to learn more about New York Life's leadership in this space.

Recognized as one of Fortune's World's Most Admired Companies, New York Life is committed to improving local communities through a culture of employee giving and volunteerism, supported by theFoundation.We're proud that due to our mutuality, we operate in the best interests of our policy owners. To learn more about career opportunities at New York Life, please visit the Careers page of www.NewYorkLife.com.

Visit our LinkedIn to see how our employees and agents are leading the industry and impacting communities.

Visit our Newsroom to learn more about how our company is constantly evolving to meet our clients' and employees' needs.

Job Requisition ID: 92913

PDN-a06430e3-c650-4eaa-a411-eecd80e6f512