Senior Engineer - Genesys

Job Description :

At Franklin Templeton Investments, we are dedicated to delivering strong results and exceptional service to clients, team members and business partners.

Over 9,000+ employees working in 100+ offices around the world are dedicated to servicing investment solutions for our clients in more than 150 countries.

For over 75 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-Communications 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 Franklins global enterprise.

This position will be in the Franklin Hyderabad office.

What are the ongoing responsibilities of a Senior Engineer - Communications.

We are looking for a Senior Engineer to lead Contact center & Voice Infrastructure environment.

Franklin Templetons 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 of Genesys Cloud (Voice / Chat / Email etc) platform.

Responsibilities Include :

• 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.
• 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.
• Partnership with business to gather requirements and build solution as needed.

What ideal qualifications, skills & experience would help someone to be successful & Experience :

Additional Qualifications :

level diagraming, Solutions Definition Documentation.

Skills & Abilities :

environment.

environment.

Problem Solving & Decision Making :

Job Level : Individual Contributor.

Work Shift Timings : 2 : 00 PM 11 : 00 PM IST.

(ref : hirist.tech)