Senior Engineer-Communications

Job Description

As a Senior Engineer in the Communications group at Franklin Templeton Investments, you will play a crucial role in ensuring the stability of Data & Voice infrastructure across 100 offices globally. Your primary responsibility will be providing operational support and vendor oversight of the Voice & Data infrastructure for businesses and employees at office locations worldwide. This position is based in the Franklin Hyderabad office.**Key Responsibilities:**- Work closely with the broader Technology teams to provide effective support for the Genesys contact environment- Lead the migration and consolidation of multiple contact center environments- Manage the infrastructure following established operational practices- Define and enhance standards for operation as required- Oversee vendor activities to ensure smooth service delivery, monitor defined SLAs & KPIs- Monitor voice infrastructure components to meet key performance indicator targets- Lead problem resolution management, participate in major incident bridges, and assist in incident root cause analysis- Participate in strategic and tactical planning of complex voice and data networks, including contact center solutions- Stay updated on emerging technical issues affecting the telecommunications infrastructure employed by Franklin- Collaborate with the engineering team to provide recommendations on practice methodologies and tools- Partner with business stakeholders to gather requirements and develop solutions as needed**Qualifications & Experience:**- 10 years of practical experience in deploying and supporting large contact centers on the Genesys Cloud platform- Ability to diagnose and resolve production issues with vendors efficiently- Strong analytical skills and technical understanding of the Genesys platform- Genesys Cloud Platform experience, including Architect flow, Reporting and Call Recording, API and SDK knowledge for Integrations- Genesys Cloud Certification preferred- Basic understanding of networking and SBC routing is advantageous**Additional Details:**At Franklin Templeton Investments, we are committed to delivering strong results and exceptional service to our clients, team members, and business partners. With over 9,000 employees working in 100 offices worldwide, we provide investment solutions to clients in more than 150 countries. Our success over the past 75 years is a testament to the talent, skills, and persistence of our people.This role requires excellent communication skills, both written and verbal, as well as the ability to liaise with business customers, development teams, and vendors effectively. A solid understanding of the ITIL framework and the ability to maintain flexibility in a dynamic organization are essential. Strong problem-solving, decision-making, organizational, and time management skills are also critical for success in this role.As an Individual Contributor at Franklin Templeton Investments, you will work from 2:00 PM to 11:00 PM IST, contributing to the global team in a fast-paced, multi-site environment. As a Senior Engineer in the Communications group at Franklin Templeton Investments, you will play a crucial role in ensuring the stability of Data & Voice infrastructure across 100 offices globally. Your primary responsibility will be providing operational support and vendor oversight of the Voice & Data infrastructure for businesses and employees at office locations worldwide. This position is based in the Franklin Hyderabad office.**Key Responsibilities:**- Work closely with the broader Technology teams to provide effective support for the Genesys contact environment- Lead the migration and consolidation of multiple contact center environments- Manage the infrastructure following established operational practices- Define and enhance standards for operation as required- Oversee vendor activities to ensure smooth service delivery, monitor defined SLAs & KPIs- Monitor voice infrastructure components to meet key performance indicator targets- Lead problem resolution management, participate in major incident bridges, and assist in incident root cause analysis- Participate in strategic and tactical planning of complex voice and data networks, including contact center solutions- Stay updated on emerging technical issues affecting the telecommunications infrastructure employed by Franklin- Collaborate with the engineering team to provide recommendations on practice methodologies and tools- Partner with business stakeholders to gather requirements and develop solutions as needed**Qualifications & Experience:**- 10 years of practical experience in deploying and supporting large contact centers on the Genesys Cloud platform- Ability to diagnose and resolve production issues with vendors efficiently- Strong analytical skills and technical understanding of the Genesys platform- Genesys Cloud Platform experience, including Architect flow, Reporting and Call Recording,

Keyskills :
TelephonyNetworkingITIL FrameworkGenesys CloudVoice InfrastructureContact Center SolutionTrading Desk Solution