Telecom Operations Specialist - SMS

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 6,000 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.

Summary:

As a Digital Operations Specialist at Genesys, you’ll play a critical role in helping our customers implement, optimize, and maintain SMS and other digital messaging capabilities within our CX, DX, and EX products. You will work closely with Product Management, Support, Development, and customers to drive the successful rollout of SMS-based features and ensure an exceptional digital communication experience. This role involves managing SMS onboarding, ensuring regulatory compliance, troubleshooting technical issues, and collaborating with vendors to deliver seamless messaging capabilities.

Key Responsibilities:

SMS & Digital Messaging Support

• Act as the primary point of contact for customers implementing SMS solutions, guiding them through the onboarding and enablement process.

• Manage and execute SMS provisioning requests, including text-enabling phone numbers, short codes, 10DLCs, TFNs, and international numbers.

• Ensure compliance with SMS regulations, including TCPA, CTIA, and carrier-specific requirements, and assist customers with required documentation submissions.

• Monitor SMS traffic to identify potential compliance issues, carrier filtering, and deliverability concerns, working with vendors to resolve them.

• Stay updated on industry trends and evolving SMS regulations to proactively guide customers and internal teams.

Customer Onboarding & Support

• Collaborate with customers to understand their SMS and digital messaging use cases, advising on best practices for optimal engagement.

• Guide customers through SMS integration and configuration within Genesys platforms, ensuring proper setup and alignment with business objectives.

• Research and troubleshoot customer SMS delivery issues, error codes, and failed messages, working with internal teams and vendors to resolve technical challenges.

• Triage and escalate SMS-related bug reports and feature requests.

• Identify opportunities to streamline and enhance the SMS customer onboarding process for improved efficiency and satisfaction.

Vendor & Carrier Coordination

• Maintain strong relationships with SMS aggregators, carriers, and other messaging vendors to facilitate efficient resolution of customer issues.

• Manage vendor support tickets related to SMS provisioning, throughput limitations, and compliance requirements to ensure timely resolution.

• Work with third-party providers to ensure seamless interoperability between Genesys digital solutions and external SMS platforms.

Work with cross functional teams

• Work with Development teams when bugs are reported

• Work with Support teams to triage and research issues

• Identify opportunities for new processes and procedures

Vendor Management

• Understand Vendor processes

• Work with digital vendors to address customer questions, issues and requests

• Open and manage support tickets with vendors when necessary

Digital Capability Support

• SMS

• Understand regulatory requirements and recommend best practices to customers

• Execute SMS Requests

• Text-enable phone numbers for messaging

Work with customer to gather program information and submit regulatory documentation for:

• US/CAN Short Codes

• US/CAN 10DLC & TFNs

• International phone numbers

Minimum Requirements:

• Bachelor’s degree or equivalent experience

• Strong project management skills with the ability to prioritize, multitask, and maintain attention to detail.

• Ability to actively listen and learn

• Be empathetic and have genuine desire to help solve problems

• Excellent communication skills (verbal, non-verbal & written)

• Ability to work independently and be resourceful

• Problem-solving mindset with a proactive, customer-first approach to resolving technical and operational challenges.

• Ability to thrive in a fast-paced, high-performance environment.

Preference for Candidates with Experience:

• Hands-on experience with SMS compliance processes (e.g., 10DLC registration, short code provisioning, carrier regulations).

• Familiarity with SMS analytics, delivery troubleshooting, and reporting tools.

• Experience working with SMS messaging vendors, aggregators, and telecom carriers.

• Knowledge of email, social media, and other digital messaging channels.

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

About Genesys:

Genesys empowers more than 8,000 organizations in over 100 countries 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, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Visit www.genesys.com.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may reach out to [email protected]. You can expect a response from someone within 24-48 hours. To ensure we set you up with the best reasonable accommodation, please provide them the following information: first and last name, country of residence, the job ID(s) or (titles) of the positions you would like to apply, and the specific reasonable accommodation(s) or modification(s) you are requesting.

This email is designed to assist job seekers who seek reasonable accommodation for the application process. Messages sent for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.

Genesys is an equal opportunity employer committed to equity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.

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