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.

Minimum Requirements

• 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 purchasing, porting, and provisioning

• Excellent communication skills (verbal, non-verbal & written)

• Must be a solution-oriented problem solver

• Self-motivated and must work well independently

Ideal candidates will also have experience with

• Telecom provisioning, carrier support and number porting.

• Telecom regulations

• Project Management

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Working at Genesys

• AI at enterprise scale – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year.

• A flexible-first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work.

• Growth in the AI era – Build future-ready skills through mentorship, learning programs, leadership development and education support.

• Time to recharge and give back – Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families.

• Recognized globally – Genesys is Great Place to Work® certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.

Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report.

What Happens After You Apply

After you apply, here's what you can typically expect

• Our Talent Acquisition team reviews your application with the hiring team.

• A Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview.


• Next, you'll meet the hiring manager and other members of the interview team.

• We aim to keep the process focused and respectful of your time, with no more than five interviews in most cases.

• After interviews are complete, our team will follow up with the final