Telecom Operations Specialist/SMS

At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships.

Help build, support and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day.

• →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

• 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

• 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

Employee Referral

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About Genesys:

Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. Genesys Cloud™ is the Agentic Orchestration Platform that securely connects people, systems, data and AI across the enterprise with built-in governance and control. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.ai. 

Reasonable Accommodations:

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Genesys is an equal opportunity employer committed to fairness 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.