Senior Engineer-Communications

As a Senior Engineer in the Communications group at Franklin Templeton Investments, your primary responsibility will be to ensure the stability of Data & Voice infrastructure across 100+ offices globally. This includes providing operational support and vendor oversight for the Voice & Data infrastructure at office locations throughout the organization. Specifically, you will be based in the Franklin Hyderabad office. Your key responsibilities in this role will include: - Working in partnership with the broader Technology teams to support the Genesys contact environment - Leading the migration and consolidation of multiple contact center environments - Managing the infrastructure following established operational practices - Enhancing and defining standards for operation as required - Overseeing vendor performance to ensure smooth service delivery, measuring and managing SLAs & KPIs - Monitoring voice infrastructure components to meet key performance indicator targets - Leading problem resolution and participating in major incident bridges - Participating in strategic and tactical planning of voice and data networks, including contact center solutions - Staying updated on emerging technical issues affecting the telecommunications infrastructure - Collaborating with the engineering team to provide recommendations on methodologies and tools - Partnering with the business to gather requirements and build solutions To be successful in this role, you should ideally possess: Knowledge & Experience: - 10+ years of 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, Call Recording, API and SDK knowledge - Genesys Cloud Certification is preferred - Basic understanding of networking and SBC routing is advantageous Additional Qualifications: - Excellent Communication Skills for Data Flow, process flow, network, and application level diagraming - Ability to liaise with business customers, development teams, and Vendors - Understanding of the ITIL framework Skills & Abilities: - Strong written and verbal communication skills - Excellent organizational and time management skills - Ability to handle multiple activities in a fast-paced, global team environment - Capability to interact with and lead team members across various locations - Flexibility to adapt to changes in a dynamic organization - Professional representation of the department and company Problem Solving & Decision Making: - Strong analytical, problem-solving, and decision-making skills - Ability to work independently and escalate issues appropriately - Applies knowledge and experience to resolve complex problems This role is classified as an Individual Contributor at Franklin Templeton Investments, and the work shift timings are from 2:00 PM to 11:00 PM IST.,