Telecom Operations Specialist

Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experiences at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time. 

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 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 or equivalent 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

Our Benefits:

• Flexible work schedules and work-from-home options
• Development and career growth opportunities
• Excellent pension scheme
• Bonus scheme
• Health Insurance
• Income Protection & Life Assurance
• Family-friendly leave allowances, including paid maternity and paternity leave.

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

About Genesys:

Every year, Genesys orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service™ our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. Visit www.genesys.com.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may reach out to HR@genesys.com. You can expect a response from someone within 24-48 hours. To ensure we set you up with the best reasonable accommodation, please provide them the following information: first and last name, country of residence, the job ID(s) or (titles) of the positions you would like to apply, and the specific reasonable accommodation(s) or modification(s) you are requesting.

This email is designed to assist job seekers who seek reasonable accommodation for the application process. Messages sent for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.

Genesys is an equal opportunity employer committed to equity 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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