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. Telecom Operations Specialist for Genesys Cloud Voice Are you someone who likes to work with the latest in cloud technology to solve interesting and challenging problems? If so, Genesys might be the place for you!   Why Genesys needs you Connections matter, at certain times with greater urgency. Whenever the moment, our technology facilitates those connections creating experience as a service. Our team members own their critical services and words like scalability, resiliency, and automation are at the heart of every line of code we write.   What is Genesys Cloud Voice: Genesys Cloud Voice is an Internet-based telephony service entirely hosted on the Amazon Web Services platform. Genesys Cloud utilizes micro-services to build a powerful carrier voice platform. You will contribute to an architecture that delivers over 105 million calls and 230 million billed minutes every month – and growing every day. You will work in a fast-paced, startup culture, where our environment is one of continuous change, innovation and experimentation. If you are interested in learning more about Genesys Cloud Voice and its features then check out this link on our Resource Center here .   Successful Telecom Operations Specialist will... Be detail-oriented and collaborative with your team and teams throughout the company Thrive in a high performance, fast-paced environment Be an excellent multitasker Be a self-starter and someone that can manage their day to day tasks and goals independently Have a positive attitude and willingness to take on new tasks as they arise Be very customer focused and eager to engage when issues are encountered Have excellent communication skills (verbal & written) Be a solution-oriented problem solver Create and update processes and policies as needed to improve customer experience Follow set team procedures and instructions to complete daily tasks   Major Responsibilities/Activities Work with customers and providers to facilitate customer number porting and purchasing Communicate with customers via email to provide status of their orders in real time Enter customer order information into a variety of carrier systems with a high level of accuracy and time sensitivity while adhering to company and industry standards Maintain high level of accuracy for all customer orders Manage, create, and coordinate requests through multiple databases Work with our telecom providers to diagnose and resolve issues Monitor existing telecom utilization and help in capacity planning Communicate regularly with colleagues and management   Additional expectations in this role: Attend daily stand-ups with team members for communication, sharing of ideas and for supporting fellow team members in resolving any blocking issues. Provide assistance and support for our Customer Care organization in resolving cases   What kind of team are we? We are an extremely knowledgeable and friendly team. We are always helping our fellow team members with challenges and providing assistance with solutions.  We are very collaborative and support each other in many aspects throughout the development process.

Bachelor’s degree and a minimum of 2 years of related experience Experience managing projects and driving successfully to completion Knowledge of Microsoft Office; Intermediate knowledge of Excel preferred Experience with carrier telecom operations, such as number