Genesys empowers more than 7,500 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.

Summary:

As a Digital Operations Intern, you will help our customers successfully implement digital capabilities that are available with our CX and DX products. You will also work closely with Product Management counter parts on new or changing processes and procedures related to feature deliveries. In this role, you will work with Customers, Product Management, Support and Development to understand the Digital features and help customers deliver the best Digital Experience for their end users. You will develop and execute processes to deliver Digital capabilities with a focus on efficiency and empathy for customers.

Key Responsibilities:

Process Definition and Execution

Work with customers to understand their use cases and recommend best practices
Help execute on the steps needed to deliver customer solutions with Digital Channels
Process customer requests for Digital Channels ensuring all required information is provided
Support enabling customers on Digital Channels such as SMS and WhatsApp, etc.
Identify and execute on opportunities for new processes and procedures

Work with cross functional teams

Work with Development teams when bugs are reported
Work with Product Management on new feature requests

Digital Capability Support

SMS
Understand regulatory requirements and recommend best practices to customers
Execute Porting Requests
Text-enable phone numbers for messaging
Work with customer to gather program information and submit regulatory documentation for:
US/CAN Short Codes
US/CAN 10DLC & TFNs
International phone numbers

3rd party messaging channels (WhatsApp, Facebook, etc.)

Process requests for implementation of channels
Process requests for delivery of additional digital capabilities on digital channels
Create processes to streamline and support customers with their operational asks.

Minimum Requirements:

Passion for problem solving in a software driven environment
Desire for building process efficiencies
Ability to multi-task, prioritize and be detail-oriented
Ability to actively listen and learn
Be empathetic and have genuine desire to help solve problems
Thrive in a high performance, fast-paced, exciting environment
Excellent communication skills (verbal, non-verbal & written)
Must be a solution-oriented problem solver
Ability to take initiative and be proactive
Ability to work independently and be resourceful

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 complete the Reasonable Accommodations Form for assistance. Please use the Candidate field in the dropdown menu to ensure a timely response.

This form is designed to assist job seekers who seek reasonable accommodation for the application process. Submissions entered 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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