Telecom Operations Specialist

Genesys • Ottawa, ON

21d • $75,400 - $97,600

About The Position

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. Genesys employs more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. The company offers great benefits and perks, and employees have the independence to make a larger impact and take ownership of their work. The Telecom Operations Specialist drives 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. The specialist will own critical workflows spanning provisioning, regulatory coordination, and issue resolution while partnering across internal teams and external carriers. This position contributes to a platform that enables empathetic, real-time customer experiences through modern cloud and communication technologies. It is not a pure engineering role, focusing instead 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

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 1,001-5,000 employees