At Franklin Templeton, everything we do is focused on one thing – delivering better client outcomes. We do that by partnering closely with our clients, assessing their strategic needs, and identifying the solution or solutions that can meet the challenge. Over 9,500 employees working in 34 countries around the world are dedicated to servicing investment solutions for our clients in more than 160 countries. For more than 70 years our success has been a direct result of the talent, skills and persistence of our people, and we are looking for qualified candidates to join our team. What is the Senior Engineer - Networking & Voice group responsible for? Our Communication Services team ensures the stability of Data & Voice infrastructure across our 100+ offices. The team is spread across the globe. This position will be responsible to provide operational support and vendor oversight of the Voice & Data infrastructure for the businesses and employees located at office locations throughout Franklin’s global enterprise. This position will be in the Franklin Hyderabad office. We are looking for a Senior Engineer to lead Voice Infrastructure operation and vendor oversight for build and run support. Franklin Templeton’s Communication service Voice portfolio includes Contact center Solution, Office telephony & a Trading desk solution. This position will be part of a global team of Communications Services professionals that support Communication service Voice portfolio spread across in US, APAC, Europe, and India. We would prefer a candidate with significant experience supporting Genesys Pure Cloud (Voice/Chat/Email) as well as CUCM and AudioCodes SBC. This position includes the opportunity for the candidate to expand their career through by growing their management capabilities in the oversight of our outsourced vendor, particularly through ensuring quality service delivery and the use of SLA/KPI management, along with providing supporting oversight of the Data Operations side of our Operations team. What are the ongoing responsibilities of Senior Engineer - Networking & Voice? Work in partnership with the broader Technology teams to effectively support the operational processes and procedures associated with the ongoing management and administration of Franklin’s Communications Systems Assist in the development and deployment of communication solutions, including operational testing, support process development, general release planning and deployment, planning and end user training/acceptance Manage the infrastructure in accordance with established operational practices. Vendor oversight to ensure smooth service delivery, measuring and managing defined SLA & KPI Oversee the monitoring of our voice infrastructure components to ensure key performance indicator targets are achieved. Lead in management of problem resolution, participate and provide leadership in major incident bridges, be an escalation point and ensure more senior escalations occur as appropriate and assist in incident root cause analysis Participate in strategic and tactical planning of complex voice and data networks including contact center solutions. Remains abreast of emerging technical issues affecting the telecommunications infrastructure environment currently employed by Franklin Work with our engineering team to make recommendations relating to practice methodologies and tools. What ideal qualifications, skills & experience would help someone to be Successful? 8+ years of practical work experience in the deployment and support of large, distributed contact center environments including CCaaS. Ability to diagnose production issues and work with vendors to resolve issues in an expedited manner. Strong analytical skills and technical understanding of the Genesys platform. 5+ years Genesys Platform experience including Routing, Reporting and Call Recording AudioCodes SBC & ARM experience Candidate will have telecommunication background and experience with VOIP/SIP/WebRTC standards and technologies. Understanding of Cisco Unified Communications Manager will be a plus. Genesys Cloud Certification preferred Basic understanding of networking will be an added advantage Prior experience working with outsource partners Additional Qualifications: Excellent Communication Skills: Written-Data Flow, process flow, network and application level diagraming, Solutions Definition Documentation, Ability to liaison with business customers, development teams and Vendors. Understanding of ITIL framework Skills & Abilities: 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 Problem Solving & Decision Making: Must have strong analytical, problem solving and decision-making skills Solves routine problems of moderate scope and complexity, following established policies and procedures Ability to work independently with minimal direction, understanding span of control to escalate issues to appropriate level Applies knowledge learned through experience to be able to resolve non-routine and/or moderately complex problems Shift Work Timing - 2:00 PM - 11:00 PM IST What makes Franklin Templeton Investments unique? In addition to the dynamic and professional environment at Franklin Templeton, we strive to ensure that our employees have access to a competitive and valuable set of Total Rewards—the mix of both monetary and non-monetary rewards provided to you in recognition for your time, talents, efforts, and results. Highlights of our benefits include: Professional development growth opportunities through in-house classes and over 150 Web-based training courses An educational assistance program to financially help employees seeking continuing education Medical, Life and Personal Accident Insurance benefit for employees. Medical insurance also cover employee’s dependents (spouses, children and dependent parents) Life insurance for protection of employees’ families Personal accident insurance for protection of employees and their families Personal loan assistance Employee Stock Investment Plan (ESIP) “Location specific benefits” as mentioned below Onsite fitness center, recreation center, and cafeteria Cricket grounds and gymnasium Library Health Center with doctor availability HDFC ATM on the campus Franklin Templeton Investments is an Equal Opportunity Employer. We invite you to visit us at Franklin Templeton Careersto learn more about our company and our career opportunities. Franklin Templeton is committed to fostering a diverse and inclusiveenvironment. If you believe that you need a workplace arrangement to search for, or apply for, one of our positions please send an email to [email protected]. In your email, please include the arrangement you are requesting and the job title and job number you are applying for. We will review the request and make a best effort to enact the arrangement. It may take up to three business days to receive a response to your request. Please note that only requests for arrangements will receive a response. Job Type: Full-time Pay: ₹100,000.00 - ₹5,000,000.00 per year Benefits: Commuter assistance Health insurance Life insurance Schedule: Fixed shift Ability to commute/relocate: Hyderabad, Telangana: Reliably commute or planning to relocate before starting work (Required) Application Question(s): Notice Period - Last Working Day Experience: Genesys: 6 years (Required) Total: 10 years (Required) License/Certification: Genesys Certification (Required) Speak with the employer +91 9043036902