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+ global offices. You will provide operational support and vendor oversight for Voice & Data infrastructure, playing a crucial role in supporting businesses and employees worldwide. Specifically, you will be based at the Franklin Hyderabad office. Your key responsibilities will include: - Leading the Contact center & Voice Infrastructure environment - Managing and enhancing the infrastructure in line with operational practices - Defining and enforcing standards for operation - Overseeing vendor performance to ensure service delivery aligns with SLA & KPI - Monitoring voice infrastructure components to meet performance targets - Leading problem resolution and incident management - Participating in strategic planning for voice and data networks - 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 develop solutions To excel in this role, the ideal qualifications, skills, and experience include: Knowledge & Experience: - 10+ years of experience in deploying and supporting large contact centers on Genesys Cloud - Strong analytical skills and technical understanding of the Genesys platform - Genesys Cloud Platform experience, including Architect flow, Reporting, Call Recording, and API/SDK knowledge - Genesys Cloud Certification preferred - Basic understanding of networking and SBC routing is advantageous Additional Qualifications: - Excellent Communication Skills, including data flow documentation and network diagraming - Ability to liaise with business customers, development teams, and vendors - Understanding of ITIL framework Skills & Abilities: - Strong written and verbal communication skills - Excellent organizational and time management abilities - Capacity to handle multiple activities in a fast-paced, global team environment - Capability to lead and interact with team members across different locations - Flexibility and professionalism in representing the company Problem Solving & Decision Making: - Strong analytical and decision-making skills - Ability to solve routine and moderately complex problems - Capacity to work independently and escalate issues as needed - Application of experience to resolve non-routine problems effectively This position is at the Individual Contributor level, and the work shift timings are from 2:00 PM to 11:00 PM IST.,