SMS Gateway & eFax Services Administration

Desired Experience Range Strong hands-on experience in SMS Gateway administration, integration, and troubleshooting.

Experience supporting enterprise messaging platforms, telecom providers, and third-party vendors.

Desired Competencies (Technical / Behavioral Competency)

Must-Have:

SMS Gateway Administration & Integration

SMS Gateway provisioning and administration.

SMS routing, sender ID, long code & short code management.

API and webhook integrations with enterprise applications.

OTP, notification, campaign messaging support.

SMS delivery troubleshooting and reporting.

Vendor and telecom carrier coordination.

Incident, problem, and change management.

eFax Administration & Support

eFax service management and troubleshooting.

Fax number provisioning and routing configuration.

Inbound and outbound fax support.

Mailbox and workflow integration support.

Fax delivery monitoring and issue resolution.

Compliance-focused document handling and retention.

Technical Skills

REST API Integration

HTTPS/SSL Certificates

Authentication & Authorization

IP Allowlisting

Security Controls & Monitoring

PowerShell or automation scripting

Monitoring and alerting tools

Good-to-Have:

Genesys Cloud integration experience.

Twilio, Sinch, Infobip, MessageBird, Plivo or equivalent SMS platforms.

OpenText RightFax, XM Fax, Concord Fax, Biscom, or similar eFax solutions.

Azure Integration Services.

API Gateway technologies.

Telecom domain experience.

Compliance knowledge relating to TCPA, GDPR, HIPAA, NDNC, and regional messaging regulations.

Monitoring tools such as Splunk, Dynatrace, AppDynamics, SolarWinds.

Cloud platforms (Azure, AWS, GCP).

Automation and workflow orchestration platforms.

Responsibility of / Expectations from the Role

1. SMS Gateway Services:

Manage enterprise SMS Gateway platforms supporting OTPs, notifications, conversational messaging, and campaign communications.

Configure and maintain sender IDs, long codes, short codes, throughput, and routing.

Monitor message delivery performance and platform health.

Troubleshoot message delivery failures, latency issues, and carrier filtering problems.

Support integrations with Genesys and customer applications using APIs and webhooks.

Ensure regulatory compliance and consent management requirements are met.

Implement security controls including API key management, access controls, and IP allowlisting.

Coordinate with telecom carriers and SMS service providers for issue resolution.

2. eFax Services:

Administer inbound and outbound eFax services.

Provision fax numbers and configure routing rules.

Manage mailbox-based fax delivery workflows.

Support fax transmission troubleshooting and service restoration.

Maintain retention policies, audit controls, and regulatory compliance requirements.

Coordinate with third-party eFax providers for incident resolution.

3. Operational Responsibilities:

Perform monitoring, incident resolution, root cause analysis, and service improvement activities.

Participate in on-call support and major incident management.

Maintain operational documentation, KB articles, and runbooks.

Support change implementations and platform upgrades.

Deliver SLA and KPI adherence for service operations.

Collaborate with customers, vendors, and internal stakeholders to ensure seamless service delivery