Genesys (Indy ops) · Indianapolis
Manufacturing & Operations
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.
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 messaging
Drive successful customer onboarding by translating technical messaging requirements into clear, actionable guidance
Ensure messaging programs comply with TCPA, CTIA, carrier, and regional regulatory requirements through accurate documentation and validation
Investigate and resolve messaging delivery issues by identifying root causes across internal systems and external vendors
Coordinate with telecom carriers, aggregators, and messaging vendors to enable services and resolve throughput, compliance, and delivery challenges
Own vendor support interactions, including ticket creation, escalation, and resolution tracking
Partner with Product, Engineering, and Support teams to surface platform issues, influence improvements, and enhance operational workflows
Improve onboarding processes, documentation, and operational playbooks to increase efficiency and customer success
Required Qualifications:
Bachelor’s degree or equivalent professional experience
Strong project management capability with the ability to prioritize multiple tasks and maintain attention to detail
Excellent written and verbal communication skills, with the ability to clearly explain technical processes
Demonstrated ability to work independently in a fast-paced, operational environment
Proven problem-solving mindset with a proactive, customer-focused approach
Strong organizational skills and ability to manage competing priorities
Comfort working with technical systems and workflows without requiring software development expertise
Preferred Qualifications:
Hands-on experience with SMS compliance processes, including 10DLC registration, short code provisioning, and carrier regulations
Familiarity with SMS delivery troubleshooting, analytics, and reporting tools
Experience working with telecom carriers, messaging vendors, and SMS aggregators
Knowledge of additional digital messaging channels such as email and social platforms
Benefits That Support You:
We invest in your well-being, because when you’re at your best, so are the experiences you create.
Comprehensive extended group health coverage
Generous paid time off, including vacation and personal leave
Retirement savings program with employer RRSP matching up to a prescribed maximum amount
Family-friendly benefits, including parental leave top-up and adoption assistance
Growth and development opportunities through access to learning resources and internal mobility programs
Exact details of these programs, including the conditions for eligibility, the amount of the benefit (including caps on benefits and customary pricing details), the length of the paid time off, etc. will be provided upon hire and is subject to Genesys policies.
Compensation:
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.
$71,000.00 - 93,100.00Working 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:
Every application is reviewed by a person. Response times may vary by role and location, but our team will keep you informed throughout the process.
Stay Connected
Stay connected to learn more about how we're applying AI to customer and employee experience challenges and get notified when relevant opportunities become available.
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Employee Referral
If a Genesys employee referred you, please apply using the link they shared so we can connect your application to their referral.
This is an active opening at Genesys. We use Artificial Intelligence to support the hiring process, but every application is reviewed by our Talent Acquisition team, looking beyond keywords to focus on your experience and potential.
About Genesys:
Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. Genesys Cloud™ is the Agentic Orchestration Platform that securely connects people, systems, data and AI across the enterprise with built-in governance and control. 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.ai.
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.