At Franklin Templeton, we’re advancing our industry forward by developing new and innovative ways to help our clients achieve their investment goals. Our dynamic firm spans asset management, wealth management, and fintech, offering many ways to help investors make progress toward their goals. Our talented teams working around the globe bring expertise that’s both broad and unique. From our welcoming, inclusive, and flexible culture to our global and diverse business, we provide opportunities to help you reach your potential while helping our clients reach theirs.

Come join us in delivering better outcomes for our clients around the world!

We are unable to provide visa sponsorship/transfer for this position.

REMOTE or HYBRID schedule available in select locations.

About the Department

The Voice Engineering team ensures reliable, high-quality communication across the organization. They collaborate with business users, application developers, and security teams to design and manage scalable voice infrastructure. By aligning with enterprise architecture standards and promoting automation, the team fosters a self-service environment. Joining this team means working in a collaborative, forward-thinking space where your contributions directly impact operational efficiency and user experience.

How You Will Add Value:

Core Responsibilities

• You will design and automate global contact center solutions.

• You will resolve complex voice-related incidents.

• You will build resilient, efficient voice systems.

• You will ensure compliance with standards and regulations.

• You will contribute to incident resolution strategies.

• You will document procedures for operations teams.

• You will train junior engineers on voice technologies.

Strategic Responsibilities

• You will align infrastructure with enterprise architecture goals.

• You will promote automation and reliability engineering.

Team & Collaboration

• You will engage with business users to understand communication needs.

• You will collaborate with Architecture, Development, Testing, Operations, and Cloud teams.

What Will Help You Be Successful in This Role:
 

Experience, Education & Certifications

• 10+ years in contact center engineering.

• Bachelor’s degree or equivalent experience.

• Proven experience with large-scale voice systems.

• Expertise in Genesys Cloud integrations.

• Familiarity with SIP, AudioCodes, Cisco.

• Strong troubleshooting and automation skills.

Technical Skills

• Genesys Cloud architecture and administration.

• Deep knowledge of voice protocols and services.

• Experience with diagnostic and monitoring tools.

• Proficiency in automation technologies.

Soft Skills

• Strong communication and leadership.

• Ability to mentor and organize effectively.

• Self-driven with a passion for learning.

• Focused on meeting service level goals.

Franklin Templeton offers employees a competitive and valuable range of total rewards—monetary and non-monetary — designed to support their well-being and recognize their time, talents, and results. Along with base compensation, employees are eligible for an annual discretionary bonus, a 401(k) plan with a generous match, and recognition rewards. We also offer a comprehensive benefits package, which includes a range of competitive healthcare options, insurance, and disability benefits, employee stock investment program, learning resources, career development programs, reimbursement for certain education expenses, paid time off (vacation / holidays / sick / leave / parental & caregiving leave / bereavement / volunteering / floating holidays) and a motivational wellbeing program. We expect the annual salary for this position to range between $130,000.00 - $150,000.00, depending on location and level of relevant experience, plus discretionary bonus.

#MID_SENIOR_LEVEL

#LI-Remote

Experience our welcoming culture and reach your professional and personal potential!

Our culture is shaped by the variety of perspectives and experiences brought by talent from around the world. Regardless of your interests, lifestyle, or background, there’