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.

Job Summary:

As a Digital Operations Specialist at Genesys, you will play a vital role in empowering customers across Canada to implement and enhance SMS and digital messaging capabilities within our CX, DX, and EX platforms. This customer-centric role focuses on optimizing onboarding processes, ensuring compliance with Canadian and international SMS regulations, and resolving technical challenges through collaboration with internal teams and external vendors.

Key Responsibilities:

• Act as the primary liaison for global customers implementing SMS solutions, guiding them through onboarding and enablement.
• Manage SMS provisioning tasks including number text-enablement, short codes, 10DLCs, toll-free, and international number setups.
• Ensure regulatory compliance with TCPA, CTIA, CRTC, and carrier-specific policies; assist customers with documentation submissions.
• Monitor SMS traffic for compliance risks and delivery issues; coordinate with vendors to resolve disruptions.
• Advise customers on best practices in digital messaging engagement and setup within Genesys platforms.
• Collaborate across Product, Support, and Development teams to triage issues, escalate bugs, and deliver technical solutions.
• Coordinate with vendors and SMS aggregators to maintain interoperability and expedite issue resolution.
• Identify and implement process improvements for onboarding, enablement, and vendor engagement workflows.

Qualifications:

• Bachelor’s degree or equivalent practical experience.
• Strong project management and multitasking capabilities.
• Excellent verbal and written communication skills, including active listening and clarity in technical explanation.
• Empathy-driven mindset with a genuine desire to help customers and improve outcomes.
• Proactive and resourceful problem-solver with attention to detail.
• Ability to thrive in a dynamic, high-performance, and collaborative environment.

Preferred Qualifications:

• Experience with SMS provisioning, including 10DLC registration, short codes, and toll-free numbers in North America.
• Familiarity with SMS delivery analytics, reporting tools, and troubleshooting techniques.
• Background in working with messaging vendors, telecom carriers, and regulatory bodies.
• Exposure to other digital messaging channels such as email and social media.

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 HR@genesys.com. 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.