Senior Engineer-Communications

As a Senior Engineer-Communications at Franklin Templeton Investments, your primary responsibility is to ensure the stability of Data & Voice infrastructure across 100+ offices worldwide. You will provide operational support and vendor oversight of the Voice & Data infrastructure for businesses and employees located at office locations throughout Franklin's global enterprise. This position will be based in the Franklin Hyderabad office. **Key Responsibilities:** - Work in partnership with the broader Technology teams to effectively support the Genesys contact environment - Lead the migration and consolidation of multiple contact centers environments - Manage the infrastructure in accordance with established operational practices - Enhance and define standards for operation as needed - Ensure vendor oversight to guarantee smooth service delivery, measuring and managing defined SLA & KPI - Monitor voice infrastructure components to ensure key performance indicator targets are achieved - Lead in problem resolution management, participate in major incident bridges, provide leadership, and assist in incident root cause analysis - Participate in strategic and tactical planning of complex voice and data networks, including contact center solutions - Remain updated with emerging technical issues affecting the telecommunications infrastructure environment - Work with the engineering team to make recommendations relating to practice methodologies and tools - Collaborate with the business to gather requirements and build solutions as needed **Qualifications Required:** - 10+ years of practical work experience in the deployment and support of large contact centers on Genesys Cloud - Ability to diagnose production issues and work with vendors for resolutions - 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 will be an added advantage - Excellent Communication Skills: Written-Data Flow, process flow, network and application level diagramming, Solutions Definition Documentation - Ability to liaise with business customers, development teams, and Vendors - Understanding of ITIL framework - Strong written and verbal communication and interpersonal skills - Strong organizational and time management skills - Ability to perform multiple, concurrent activities in a fast-paced and multi-site, global team environment - Ability to interact with and lead team members in a local, international, and multi-site environment - Ability to maintain flexibility in a dynamic organization - Ability to always represent the department and company in a professional manner - Strong analytical, problem-solving, and decision-making skills - Ability to work independently with minimal direction, understanding the span of control to escalate issues to the appropriate level - Applies knowledge learned through experience to resolve non-routine and moderately complex problems Please note that the work shift timings for this position are 2:00 PM - 11:00 PM IST.,