Senior Associate - Network & Telephony Observability Engineer

As part of New York Life’s Technology organization, you will play a critical role in enhancing the digital and communication experience for our employees, agents, and clients. Leveraging observability, analytics, and Generative AI, this position is focused on creating a data-driven, user-centered understanding of how our enterprise network and telephony environments impact colleague experience. 

Your mission: deliver seamless, reliable, and transparent experiences by 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 a passionate engineer with a strong background in network and telephony observability, experience analytics, and reporting frameworks, who is driven to measure, visualize, and continuously improve user experience across voice and data systems.  

What You’ll Do: 

Experience-Centric Observability 

• 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. 

Experience Reporting & Insights 

• 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. 

Proactive Experience Management 

• 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. 

Collaboration & Experience Design 

• 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. 

What You’ll Bring: 

• 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 Qualifications 

• 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). 

Why Join Us 

• Be a key architect in transforming New York Life’s network and voice infrastructure into an experience-driven ecosystem. 

• Influence how we measure, report, and act on colleague technology experiences at scale. 

• Collaborate with forward-thinking teams using AI, automation, and analytics to improve everyday technology interactions. 

• Enjoy a collaborative culture, continuous learning opportunities, and a competitive compensation and benefits package. 

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