Telecom Operations Specialist

Be the one building AI-powered experiences where they matter most   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.

Overview: 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.

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 Required Qualifications: 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 Preferred Qualifications: 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 Benefits That Support You: We invest in your well-being, because when you’re at your best, so are the experiences you create. 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