[Hiring] Service Implementation Specialist @Sinch

Role Description

The 10DLC Service Implementation Specialist is responsible for the end-to-end onboarding, review, and activation of 10DLC campaigns and brands across Sinch’s messaging platforms. This role ensures compliance with CTIA, carrier requirements, and industry best practices, while supporting internal teams, external partners, and high-value enterprise customers. The Specialist plays a key role in accurate campaign validation, migration work, backlog management, and operational excellence for U.S. A2P messaging.

• Review and validate 10DLC brand registrations, campaign submissions, and message workflows according to CTIA, TCR, and carrier policies.
• Ensure opt-in, opt-out, HELP, privacy, and CTA components meet compliance and quality standards.
• Validate brands using AT&T/T-Mobile policies, D&B, and other verification tools.
• Manage daily review queues, ensuring all items are processed within SLA.
• Prepare campaigns for submission to carriers and escalate edge cases to Compliance.

• Serve as a subject-matter expert for customers, CSPs, and internal stakeholders.
• Communicate clearly and professionally with customers to request missing information, explain compliance issues, and support onboarding.
• Assist with customer migrations—including brand review, campaign alignment, lease verification, and provisioning.
• Work cross-functionally with Support, Sales, Compliance, Service Operations, and Product.

• Identify false rejections, carrier misalignments, or policy-related discrepancies and document clearly.
• Ensure correct routing classifications, brand legitimacy, and appropriate use cases.
• Validate campaign changes (sample messages, opt-in flows, URLs, email domains, keywords, etc.).
• Flag high-risk brands or campaigns and coordinate with Compliance for further review.

Qualifications

• 1–3 years in messaging, telecom, SaaS onboarding, or service delivery (10DLC preferred).
• Strong understanding of A2P messaging, 10DLC campaigns, brand verification, and compliance.
• Ability to interpret CTIA and carrier guidelines and translate them into actionable feedback.
• Excellent written and verbal communication skills.
• High attention to detail and ability to manage competing priorities.
• Comfort working in ticketing systems and portals (TCR, Campaign Registry, Sinch Admin, Jira).
• Problem-solving mindset with ability to escalate appropriately and work cross-functionally.

Requirements

• Experience reviewing 10DLC campaigns at a messaging provider or carrier.
• Prior background in short code provisioning or compliance review.
• Knowledge of Salesforce, Confluence, and reporting dashboards.
• Familiarity with enterprise customer migrations and CSP workflows.

Benefits

• Comprehensive market competitive medical, dental, and vision plans.
• Access to telehealth for all participants.
• Free virtual counselling resources through our global Employee Assistance Program.
• Roth and Pre-tax 401(k) options including an employer match for all participants.
• Generous paid time off program.
• Paid parental leave and family planning support.
• Flexible remote work offerings.
• Paid time off to support a volunteer program of your choice.