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’ll play a vital role in helping our customers implement and optimize the digital capabilities of our CX, DX, and EX products. Working closely with Product Management, Support, Development, and our customers, you’ll drive the successful rollout of new digital features and ensure an exceptional digital experience for end users. In this collaborative role, you’ll manage customer onboarding, support feature adoption, resolve conflicts, identify risks, and work with vendors to deliver seamless digital capabilities.

Key Responsibilities
Customer Onboarding & Support

• Collaborate with customers to understand their use cases, advise on best practices, and ensure smooth onboarding.
• Guide the steps needed to implement digital solutions across multiple channels, addressing specific customer requirements.
• Process and track customer requests, ensuring all necessary information is provided for Digital Channel enablement.
• Research customer issues, coordinating with cross-functional teams to address and resolve complex problems.
• Triage and manage bug reports with Development teams and escalate feature requests with Product Management.
• Identify opportunities to streamline and improve support processes.

Vendor Management

• Build and maintain effective relationships with digital vendors, coordinating to resolve customer inquiries and issues.
• Manage support tickets with vendors as needed, ensuring timely resolution.

Digital Capability Support

• SMS: Manage and execute SMS requests, text-enable phone numbers, and ensure compliance with regulatory requirements.
• Work with customers to submit regulatory documentation for digital messaging programs, including short codes, 10DLCs, TFNs, and international numbers.
• Maintain up-to-date knowledge of digital and messaging regulations to advise customers effectively.

Minimum Qualifications

• Bachelor’s degree or equivalent experience.
• Strong project management experience.
• Ability to prioritize, multitask, and maintain attention to detail.
• Excellent communication skills (verbal, non-verbal, and written).
• Solution-oriented problem solver with a proactive, empathetic, and customer-focused mindset.
• Self-starter who thrives in a fast-paced, high-performance environment.

Preferred Qualifications

• Experience with SMS services, including regulatory compliance and digital messaging programs.
• Familiarity with Email and Social Media channels, including working with related vendors.

Compensation:

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

$66,900.00 - $124,300.00

Benefits:

• Medical, Dental, and Vision Insurance. 

• Telehealth coverage

• Flexible work schedules and work from home opportunities

• Development and career growth opportunities

• Open Time Off in addition to 10 paid holidays

• 401(k) matching program

• Adoption Assistance

• Fertility treatments

More details about our company benefits can be found at the following link: https://mygenesysbenefits.com

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.