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.
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’s a place for you at Franklin Templeton. We provide employees with the tools, resources, and learning opportunities to help them excel in their career and personal life.
By joining us, you will become part of a culture that focuses on employee well-being and provides multidimensional support for a positive and healthy lifestyle. We understand that benefits are at the core of employee well-being and may vary depending on individual needs. Whether you need support for maintaining your physical and mental health, saving for life’s adventures, taking care of your family members, or making a positive impact in your community, we aim to have your needs covered. Learn more about the wide range of benefits we offer at Franklin Templeton.
Highlights of our benefits include:
Three weeks paid time off the first year
Medical, dental and vision insurance
401(k) Retirement Plan with 85% company match on your pre-tax and/or Roth contributions, up to the IRS limits
Employee Stock Investment Program
Tuition Assistance Program
Purchase of company funds with no sales charge
Onsite fitness center and recreation center*
Onsite cafeteria*
*Only applicable at certain locations
Learn more about the wide range of benefits we offer at Franklin Templeton
Franklin Templeton is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all applicants and 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.
If you believe that you need an accommodation or adjustment to search for or apply for one of our positions, please send an email to accommodations@franklintempleton.com. In your email, please include the accommodation or adjustment you are requesting, the job title, and the job number you are applying for. It may take up to three business days to receive a response to your request. Please note that only accommodation requests will receive a response.