Telecom Operations Specialist

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.

Telecom Operations Specialist – Genesys Cloud Voice

Why Genesys Needs You

Connections matter—especially when urgency is critical. Our technology powers those moments, creating Experience as a Service. At Genesys, we own the services we deliver, and words like scalability, resiliency, and automation are at the heart of everything we do.

What is Genesys Cloud Voice?

Genesys Cloud Voice is an Internet-based telephony service hosted on Amazon Web Services (AWS). Built on microservices, it powers a carrier-grade voice platform that delivers over 105 million calls and 230 million billed minutes each month—and growing.

You’ll work in a fast-paced, startup-like culture where innovation, experimentation, and change are constant. [Learn more about Genesys Cloud Voice here.]

A Successful Telecom Operations Specialist Will...

• Be detail-oriented and collaborative across teams
• Thrive in a high-performance, fast-paced environment
• Manage tasks and goals independently with a self-starter mindset
• Bring a positive attitude and willingness to take on new challenges
• Stay customer-focused and proactive when issues arise
• Demonstrate strong communication skills (verbal & written)
• Be a solution-oriented problem solver
• Create and update processes to improve customer experience
• Follow established procedures with consistency and accuracy
  
  

Major Responsibilities & Activities

• Facilitate customer number porting and purchasing with providers
• Communicate order status to customers via email in real time
• Enter and manage order data in carrier systems with high accuracy and timeliness
• Maintain accuracy and compliance with company and industry standards
• Manage, create, and coordinate requests across multiple databases
• Diagnose and resolve issues with telecom providers
• Monitor telecom utilization and assist with capacity planning
• Communicate regularly with colleagues and management
  
  

Additional Expectations

• Participate in daily stand-ups to share progress, challenges, and ideas
• Support Customer Care with escalations and case resolution
  
  

What Kind of Team Are We?

We’re a collaborative, knowledgeable, and supportive group. We help each other solve challenges, share expertise, and celebrate wins together.

Minimum Requirements

• Bachelor’s degree or equivalent experience
• Proven project management experience with successful delivery
• Proficiency in Microsoft Office; intermediate Excel skills preferred
• Experience with carrier telecom operations (number purchasing, porting, provisioning)
• Strong communication skills (verbal & written)
• Solution-oriented problem solver
• Self-motivated and able to work independently
  
  

Ideal Candidates Will Also Have:

• Experience with telecom provisioning, carrier support, and number porting
• Knowledge of telecom regulations
• Familiarity with AWS-hosted services or microservices environments
• Project management expertise
  
  

If a Genesys employee referred you, please use the link they sent you to apply.

About Genesys:

Genesys empowers more than 8,000 organizations in over 100 countries 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, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. 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.

---