Senior Engineer-Communications (Genesys Contact Center Solutions, Genesys Cloud)

As a Senior Engineer in the Communications group at Franklin Templeton Investments, your primary role will be to ensure the stability of Data & Voice infrastructure across the 100+ global offices. You will provide operational support and vendor oversight for the Voice & Data infrastructure, catering to the needs of businesses and employees spread across various office locations worldwide, with a specific focus on the Franklin Hyderabad office. Your key responsibilities will include: - Working in collaboration with the broader Technology teams to provide effective support for the Genesys contact environment - Leading the migration and consolidation of multiple contact center environments - Managing the infrastructure in alignment with established operational practices - Defining and enhancing standards for operation as required - Overseeing vendors to ensure smooth service delivery, while measuring and managing defined SLAs & KPIs - Monitoring the voice infrastructure components to ensure the achievement of key performance indicator targets - Leading the management of problem resolution, participating in major incident bridges, and assisting in incident root cause analysis - Participating in the strategic and tactical planning of complex voice and data networks, including contact center solutions - Staying updated on emerging technical issues affecting the existing telecommunications infrastructure environment at Franklin - Collaborating with the engineering team to make recommendations regarding practice methodologies and tools - Partnering with the business to gather requirements and build solutions as necessary To be successful in this role, ideal qualifications, skills, and experience include: Knowledge & Experience: - 10+ years of practical work experience in deploying and supporting large contact centers on the Genesys Cloud platform - Proficiency in diagnosing production issues and collaborating with vendors for expedited issue resolution - Strong analytical skills and technical understanding of the Genesys platform - Experience with Genesys Cloud Platform, including Architect flow, Reporting, Call Recording, and API and SDK knowledge for Integrations - Genesys Cloud Certification is preferred - Basic understanding of networking and SBC routing would be advantageous Additional Qualifications: - Excellent Communication Skills, including proficiency in written data flow, process flow, network, and application-level diagramming, as well as Solutions Definition Documentation - Ability to liaise effectively 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 abilities - Capability to handle multiple concurrent activities in a fast-paced, multi-site global team environment - Proficiency in interacting with and leading team members in local, international, and multi-site settings - Flexibility to adapt to the dynamic organizational environment - Ability to consistently represent the department and company professionally Problem Solving & Decision Making: - Strong analytical, problem-solving, and decision-making skills - Proficiency in resolving routine problems of moderate scope and complexity within established policies and procedures - Capability to work independently with minimal direction and escalate issues to the appropriate level - Application of knowledge gained through experience to resolve non-routine and moderately complex problems effectively Job Level: Individual Contributor Work Shift Timings: 2:00 PM - 11:00 PM IST,