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

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 Franklin's 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 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 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

Knowledge & Experience

• 10+ years of practical work experience in the deployment and support of large, contact center on Genesys Cloud
• 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.
• 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

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

Job Level - Individual Contributor

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

Skills Required

API and SDK knowledge for integrations, Contact center solutions, Genesys Cloud, Networking and SBC routing