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New York Life Insurance Company · 2 hours ago

Senior Associate - Network & Telephony Observability Engineer

New York, United States

Full-time

Hybrid

Mid, Senior Level

$98K/yr - $140K/yr

5+ years exp

New York Life Insurance Company is a Fortune 100 mutual company with a rich legacy of purpose and integrity. The Senior Associate - Network & Telephony Observability Engineer will enhance the digital and communication experience for employees and clients by leveraging observability, analytics, and Generative AI to improve network and telephony performance.

FinanceFinancial ServicesInsurance

H1B Sponsor Likely

Responsibilities

Design and maintain an observability framework that provides full visibility into how network and telephony performance affects the end-user experience

Utilize tools like ThousandEyes, ZDX, Wireshark, and NetFlow to correlate infrastructure health with real-world user impact

Build application- and call-aware monitoring to proactively detect degradations before users are affected

Integrate telemetry data into unified dashboards (e.g., Splunk, Grafana, Elastic) focused on user experience indicators rather than system-only metrics

Define, capture, and refine Experience Level Indicators (XLIs) alongside traditional SLIs, SLOs, and KPIs

Develop automated reports and visual dashboards that measure network reliability, voice quality, latency, jitter, and packet loss in the context of user satisfaction and productivity

Deliver monthly and quarterly experience scorecards to executives and service teams highlighting experience trends, pain points, and success metrics

Partner with Service Desk and Business Technology teams to correlate ticket data and feedback with network and telephony performance insights

Use observability data, trend analysis, and AI-driven correlation techniques to identify chronic or emerging experience degradations

Implement intelligent alerting frameworks that distinguish between noise and user-impacting issues, improving mean time to detect (MTTD) and mean time to resolve (MTTR)

Lead post-incident reviews to uncover experience blind spots and drive continuous improvement in monitoring and response

Serve as the bridge between engineering, operations, and service management to ensure observability efforts directly enhance the colleague experience

Collaborate with UX, Service Design, and Business Relationship teams to incorporate user sentiment, feedback loops, and journey analytics into network and voice service reviews

Advocate for experience-first engineering—influencing design, tools, and processes that simplify technology interaction for colleagues

Qualification

Network observabilityTelephony observabilityExperience analyticsTelemetry toolsData storytellingExperience Level IndicatorsUnified communicationsMonitoring frameworksCollaboration skillsCommunication skills

Required

Bachelor's degree in Computer Science, Information Systems, or equivalent practical experience

5+ years of experience in network or voice infrastructure engineering with a focus on observability and experience analytics

Proficiency with telemetry, monitoring, and analytics tools (SolarWinds, ThousandEyes, NetFlow, Splunk, Grafana, Elastic)

Strong ability to translate complex performance data into experience narratives that drive operational and business decisions

Excellent communication and data storytelling skills—capable of conveying user-impact insights to both technical and executive audiences

Preferred

Professional certifications such as CCNP, JNCIP, or equivalent

Experience with unified communications platforms (Cisco CUCM, Zoom, Teams) and experience analytics for collaboration tools

Familiarity with SD-WAN, Zero Trust Networking, and hybrid cloud environments (AWS, Azure, GCP)

Experience with experience management frameworks (e.g., XLAs, sentiment analytics, or digital experience monitoring)

Benefits

Leave programs

Adoption assistance

Student loan repayment programs

Company

New York Life Insurance Company

For over 180 years, we’ve helped turn your biggest dreams into milestones that last a lifetime.

Founded in 1845

New York, New York, USA

10001+ employees

https://www.newyorklife.com/

H1B Sponsorship

New York Life Insurance Company has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (149)

2024 (99)

2023 (85)

2022 (77)

2021 (48)

2020 (65)