Voice Engineer

Franklin Templeton; Hyderabad; On-site; INR 2,500,000 - 5,000,000; Full time

Benefits offered by this job

Medical, Life and Personal Accident保险

ESIP

Transport facility

Onsite fitness center

Educational assistance

Job summary

Franklin Templeton in Hyderabad seeks a senior Voice & Contact Center Engineer to manage enterprise voice and data solutions, support global operations, and lead automation initiatives. You will drive testing, incident response, and ongoing service improvements while collaborating across voice, network, and infrastructure teams.

The role emphasizes resolving complex CC issues, ensuring regulatory compliance, and delivering scalable, reliable communications across our global enterprise.

Qualifications

• 10+ years of voice and contact center experience.
• Experience supporting global communications environments.
• Experience designing and deploying contact center solutions.
• Experience with interaction routing and reporting tools.
• Experience with workforce management platforms.

Responsibilities

• Manage enterprise voice and network communications.
• Deploy and support voice and data solutions.
• Execute testing and release activities.
• Support global operations and incident response.
• Resolve complex voice and contact center issues.
• Improve service resiliency through automation.
• Maintain operational service stability.

Skills

Voice engineering environments

Global operations support

Automation and scripting

Regulatory/compliance awareness

Analytical troubleshooting

Communication skills

Collaboration across teams

Tools

Genesys Cloud

AudioCodes SBC

Voice over IP (VoIP)

SIP/CTI

Contact center apps & reporting tools

LAN/WAN

Automation tools

Job description

At Franklin Templeton, we believe success is built through powerful partnerships. As a forward-thinking asset manager, we build dynamic relationships with clients, understand their goals, and navigate complex markets together. We leverage cutting-edge strategies and deep insights to unlock opportunities for long-term wealth creation. Our talented, global teams bring expertise that is both broad and unique.
From our welcoming, inclusive, and supportive culture to our globally diverse business, we offer opportunities not only to help you reach your potential, but also to contribute to our clients’ success.

About The Department

The Communication Services team delivers secure and reliable voice and communications services across Franklin Templeton’s global enterprise. Voice engineers, network specialists, infrastructure teams, operations groups, and application partners work together to support business-critical communications and contact center platforms. The team drives modernization, automation, and continuous improvement, providing opportunities to work with advanced technologies and global-scale transformation initiatives.

Core Responsibilities

• You will manage enterprise voice and network communications.
• You will deploy and support voice and data solutions.
• You will execute testing and release activities.
• You will support global operations and incident response.
• You will resolve complex voice and contact center issues.
• You will improve service resiliency through automation.
• You will maintain operational service stability.

Strategic Responsibilities

• You will drive automation and operational efficiency initiatives.
• You will ensure regulatory and technical compliance.
• You will lead resolution of recurring service issues.
• You will support major incident management activities.
• You will manage infrastructure improvement projects.
• You will recommend process and tooling enhancements.
• You will support long-term service improvements.

Team & Collaboration

• You will create operational procedures and documentation.
• You will mentor and train junior engineers.
• You will collaborate across voice, network, and infrastructure teams.
• You will support change and configuration management.
• You will participate in on-call support rotations.
• You will contribute to automation opportunities.
• You will support global business requirements.

What Will Help You Be Successful in This Role?

Experience

• 10+ years of voice and contact center experience.
• Experience supporting global communications environments.
• Experience designing and deploying contact center solutions.
• Experience with interaction routing and reporting tools.
• Experience with workforce management platforms.
• Financial services industry experience preferred.
• Experience supporting enterprise-scale operations.

Technical Skills

• Genesys Cloud platform expertise.
• AudioCodes Session Border Controller administration.
• Voice over Internet Protocol technologies.
• Session Initiation Protocol and Computer Telephony Integration.
• Contact center applications and call recording solutions.
• LAN and WAN technologies.
• Automation and platform management tools.

Soft Skills

• Strong analytical and troubleshooting abilities.
• Self-motivated and proactive mindset.
• Effective collaboration skills.
• Strong communication capabilities.
• Customer-focused approach.
• Sound judgment when using AI tools.
• Continuous learning mindset.

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

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)
• 12 weeks Paternity leave
• Onsite fitness center, recreation center, and cafeteria
• Transport facility
• Child day care facility for women employees
• Cricket grounds and gymnasium
• Library
• Health Center with doctor availability
• HDFC ATM on the campus

Franklin Templeton is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all applicants and existing employees, and we evaluate qualified applicants without regard to ancestry, age, color, disability, genetic information, gender, gender identity, or gender expression, marital status, medical condition, military or veteran status, national origin, race, religion, sex, sexual orientation, and any other basis protected by federal, state, or local law, ordinance, or regulation.

Artificial intelligence or automated tools may be used to assist in the screening, assessment, or selection of applicants for this position.