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Global Messaging Operations Specialist

hace 2 meses

Bogotá, Bogotá D.E., Colombia TeleSign A tiempo completo

Location: Bogotá, Colombia (Hybrid)

Note: Only resumes submitted in English will be considered.

Telesign is at the forefront of connecting, safeguarding, and proactively defending businesses, customers, and their digital interactions. Our advanced AI technology ensures identity verification with speed, precision, and global reach, fostering a state of Continuous Trust. This foundation allows companies to engage, transact, and communicate with their customers confidently, enabling the promises of the digital economy.

The business messaging sector is experiencing rapid growth. Telesign's APIs link some of the largest global brands with their customers, facilitating urgent and essential communications. The dependability of our messaging platform is crucial for our clients' mobile communication and operational needs. Our Messaging Operations team is dedicated to analyzing global messaging trends, optimizing configurations for each client, and monitoring delivery rates and connectivity performance across diverse messaging routes.

Role Overview

As a Global Messaging Operations Specialist at Telesign, you will gain expertise in international messaging regulations, including sender ID registration, compliance, emerging trends, and omnichannel agent registration. The Business Enablement team plays a vital role in supporting Telesign's communication services. While your primary responsibilities will involve routine operational tasks with limited customer interaction, you will also have opportunities to contribute to key initiatives and projects focused on process enhancements, automation, communication operations, and product development.

The ideal candidate will possess the ability to synthesize disparate data points, troubleshoot issues, conduct investigations, and exercise sound judgment while providing real-time support, detailed guidance, and recommendations to fulfill our customers' sender ID configuration requirements. You will collaborate cross-functionally with various teams, including Carrier Partnerships, Service Quality, Technical Routing, and Customer Success, working alongside an experienced international team committed to enhancing messaging performance and analyzing our interconnectivity based on quality versus cost.

Key Responsibilities

  • Acquire, configure, quality test, and deploy global Sender IDs for clients.
  • Become an authority on international messaging regulations.
  • Proactively gather market intelligence regarding forthcoming regulatory changes for SMS and omnichannel messaging.
  • Review Sender ID applications from clients, ensuring completeness and addressing any identified gaps.
  • Conduct ongoing assessments of new and existing customer SMS use cases and message content to ensure compliance with acceptable use and country-specific messaging regulations.
  • Develop and maintain documentation related to procedures for testing, troubleshooting, configuring, and whitelisting global Sender IDs.
  • Act as a messaging compliance liaison between Telesign and our global SMS providers in collaboration with the Carrier Partnerships Team.
  • Engage in continuous improvement initiatives as we refine existing processes supporting global Sender ID submissions, including both manual and automated enhancements.
  • Create and maintain customer-facing documentation focused on global SMS regulations and country-specific requirements.
  • Collaborate with Product Marketing to ensure customer-facing documentation is disseminated through appropriate channels with a tone consistent with our brand.
  • Contribute to the ongoing maintenance of the Business Enablement team wiki.
  • Identify and articulate requirements for technical tools and solutions that enhance efficiency, visibility, and overall improvements. Maintain clear communication regarding project details and status within your team and across relevant business units.
  • Monitor the status of Sender ID submissions to ensure a seamless launch.
  • Create and manage a comprehensive matrix of all Telesign short codes, services, and programs.
  • Continuously verify that all message content adheres to the latest carrier and Telesign guidelines, escalating content concerns to management as necessary.

Essential Requirements

  • Bachelor's Degree.
  • 1+ years of experience in the messaging sector, focusing on integrating technology with Business Enablement, Carrier Relations, or messaging processes.
  • Proficient in Salesforce, Confluence, and Jira.
  • Detail-oriented with strong organizational skills and comfort in ambiguous situations.
  • Exceptional oral and written communication skills, capable of effectively conveying information to business leaders, customers, product managers, and engineers.

Preferred Qualifications

  • Technical proficiency and experience with APIs are advantageous.
  • Experience in technology configuration management and logical exercises is preferred.

About Telesign:

Telesign is dedicated to connecting and safeguarding online experiences through sophisticated customer identity and engagement solutions. Our APIs deliver user verification, data insights, and communications, addressing today's unique customer challenges by bridging businesses to the complex world of global telecommunications.

Telesign is proud to be an equal opportunity employer. We believe that our diversity enhances our workplace, product, and community. We do not discriminate based on race, color, ancestry, religion, national origin, marital status, pregnancy, sex, sexual orientation, gender, gender identity or expression, age, genetic information, disability, military or veteran status, or any other basis protected by federal, state, or local law, ordinance, or regulation.

Telesign is an Affirmative Action Employer and is committed to ensuring equality of opportunity in all aspects of employment, including recruitment, selection, training, compensation, benefits, discipline, promotion, transfer, layoff, and termination processes, free from illegal discrimination and harassment based on protected characteristics.