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Job Description & How to Apply Below
Ontario, Canada time type:
Full time posted on:
Posted 12 Days Agojob requisition :
JR110513
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.
** Role Overview:
** Drive the reliable activation and performance of global messaging capabilities that power how organizations connect with their customers s 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.
****
* Key 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
*
* 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 10
DLC 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…
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