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 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.Key Responsibilities:Manage end-to-end provisioning and activation of messaging channels, including 10-digit long codes, toll-free numbers, short codes, and international messagingDrive successful customer onboarding by translating technical messaging requirements into clear, actionable guidanceEnsure messaging programs comply with TCPA, CTIA, carrier, and regional regulatory requirements through accurate documentation and validationInvestigate and resolve messaging delivery issues by identifying root causes across internal systems and external vendorsCoordinate with telecom carriers, aggregators, and messaging vendors to enable services and resolve throughput, compliance, and delivery challengesOwn vendor support interactions, including ticket creation, escalation, and resolution trackingPartner with Product, Engineering, and Support teams to surface platform issues, influence improvements, and enhance operational workflowsImprove onboarding processes, documentation, and operational playbooks to increase efficiency and customer successRequired Qualifications:Bachelor’s degree or equivalent professional experienceStrong project management capability with the ability to prioritize multiple tasks and maintain attention to detailExcellent written and verbal communication skills, with the ability to clearly explain technical processesDemonstrated ability to work independently in a fast-paced, operational environmentProven problem-solving mindset with a proactive, customer-focused approachStrong organizational skills and ability to manage competing prioritiesComfort working with technical systems and workflows without requiring software development expertisePreferred Qualifications:Hands-on experience with SMS compliance processes, including 10DLC registration, short code provisioning, and carrier regulationsFamiliarity with SMS delivery troubleshooting, analytics, and reporting toolsExperience working with telecom carriers, messaging vendors, and SMS aggregatorsKnowledge of additional digital messaging channels such as email and social platformsCompensation: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. $71,200.00 - $125,200.00Benefits:Medical, Dental, and Vision Insurance. Telehealth coverageFlexible work schedules and work from home opportunitiesDevelopment and career growth opportunitiesOpen Time Off in addition to 10 paid holidays401(k) matching programAdoption AssistanceFertility treatmentsClick here to view a summary overview of our Benefits. If a Genesys employee referred you, please use the link they sent you to apply.About Genesys:Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. 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.com.Reasonable Accommodations:If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.com.You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email.This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response.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.
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