Telecom Operations Specialist

Genesys

17h•Hybrid

About The Position

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.

Requirements

Bachelor’s 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

Nice To Haves

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

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