Telecom Operations Specialist - Sms

Telecom Operations Specialist – Sms

Bachelor’s degree or equivalent practical experience.
Strong project management and multitasking capabilities.
Excellent verbal and written communication skills, including active listening and clarity in technical explanation.
Empathy-driven mindset with a genuine desire to help customers and improve outcomes.
Proactive and resourceful problem-solver with attention to detail.
Ability to thrive in a dynamic, high-performance, and collaborative environment.

Act as the primary liaison for global customers implementing SMS solutions, guiding them through onboarding and enablement.
Manage SMS provisioning tasks including number text-enablement, short codes, 10DLCs, toll-free, and international number setups.
Ensure regulatory compliance with TCPA, CTIA, CRTC, and carrier-specific policies; assist customers with documentation submissions.
Monitor SMS traffic for compliance risks and delivery issues; coordinate with vendors to resolve disruptions.
Advise customers on best practices in digital messaging engagement and setup within Genesys platforms.
Collaborate across Product, Support, and Development teams to triage issues, escalate bugs, and deliver technical solutions.
Coordinate with vendors and SMS aggregators to maintain interoperability and expedite issue resolution.
Identify and implement process improvements for onboarding, enablement, and vendor engagement workflows.

Experience with SMS provisioning, including 10DLC registration, short codes, and toll-free numbers in North America.
Familiarity with SMS delivery analytics, reporting tools, and troubleshooting techniques.
Background in working with messaging vendors, telecom carriers, and regulatory bodies.
Exposure to other digital messaging channels such as email and social media.