Telecom Operations Specialist

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud the AI-powered Experience Orchestration platform organizations can accelerate growth by delivering empathetic personalized experiences at scale to drive customer loyalty workforce engagement efficiency and operational improvements.

We employ more than 6000 people across the globe who embrace empathy and cultivate collaboration to succeed. And while we offer great benefits and perks like larger tech companies our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

Role Overview:
Drive the reliable activation and performance of global messaging capabilities that power how organizations connect with their customers at scale. This role ensures seamless onboarding compliance alignment and operational excellence across SMS and digital messaging services directly impacting customer engagement and delivery success. You will own critical workflows spanning provisioning regulatory coordination and issue resolution while partnering across internal teams and external carriers. At Genesys you contribute to a platform that enables empathetic real-time customer experiences through modern cloud and communication technologies. This is not a pure engineering role. Instead it focuses on operational execution regulatory compliance troubleshooting and customer coordination to ensure reliable messaging services.

Key Responsibilities:

• Manage end-to-end provisioning and activation of messaging channels including 10-digit long codes toll-free numbers short codes and international messaging

• Drive successful customer onboarding by translating technical messaging requirements into clear actionable guidance

• Ensure messaging programs comply with TCPA CTIA carrier and regional regulatory requirements through accurate documentation and validation

• Investigate and resolve messaging delivery issues by identifying root causes across internal systems and external vendors

• Coordinate with telecom carriers aggregators and messaging vendors to enable services and resolve throughput compliance and delivery challenges

• Own vendor support interactions including ticket creation escalation and resolution tracking

• Partner with Product Engineering and Support teams to surface platform issues influence improvements and enhance operational workflows

• Improve onboarding processes documentation and operational playbooks to increase efficiency and customer success

Required Qualifications:

• Bachelors degree or equivalent professional experience

• Strong project management capability with the ability to prioritize multiple tasks and maintain attention to detail

• Excellent written and verbal communication skills with the ability to clearly explain technical processes

• Demonstrated ability to work independently in a fast-paced operational environment

• Proven problem-solving mindset with a proactive customer-focused approach

• Strong organizational skills and ability to manage competing priorities

• Comfort working with technical systems and workflows without requiring software development expertise

Preferred Qualifications:

• Hands-on experience with SMS compliance processes including 10DLC registration short code provisioning and carrier regulations

• Familiarity with SMS delivery troubleshooting analytics and reporting tools

• Experience working with telecom carriers messaging vendors and SMS aggregators

• Knowledge of additional digital messaging channels such as email and social platforms

Benefits That Support You:
We invest in your well-being because when youre at your best so are the experiences you create.

• Comprehensive extended group health coverage

• Generous paid time off including vacation and personal leave

• Retirement savings program with employer RRSP matching up to a prescribed maximum amount

• Family-friendly benefits including parental leave top-up and adoption assistance

• Growth and development opportunities through access to learning resources and internal mobility programs

Exact details of these programs including the conditions for eligibility the amount of the benefit (including caps on benefits and customary pricing details) the length of the paid time off etc. will be provided upon hire and is subject to Genesys policies.

This is an active opening at Genesys. We use Artificial Intelligence to support the hiring process but every application is reviewed by our Talent Acquisition team looking beyond keywords to focus on your experience and potential.

Compensation:

This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidates experience qualifications skills and location. This role might also be eligible for a commission or performance-based bonus opportunities.

Employee Referrals:

If a Genesys employee referred you please use the link they sent you to apply.

About Genesys:

Genesys empowers more than 8000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core Genesys Cloud is the AI-Powered Experience Orchestration platform that connects people systems data and AI across the enterprise. As a result organizations can drive customer loyalty growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more visit.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process or are limited in your ability to access or use this online application and need an alternative method for applying you or someone you know may contact us at .

You can expect a response within 2448 hours. To help us provide the best support click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions please include them in your email.

This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodationsuch as application follow-ups or resume submissionsmay not receive a response.

Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race color age religion sex sexual orientation gender identity or expressionmarital status domestic partner statusnational origin genetics disabilitymilitary andveteran status and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.