Manager - Smart COMM Specialist

Ready to shape the future of work? 
At Genpact, we don't just adapt to change—we drive it. AI and digital innovation are redefining industries, and we're leading the charge. Genpact's AI Gigafactory, our industry-first accelerator, is an example of how we're scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to agentic AI, our breakthrough solutions tackle companies' most complex challenges. 
If you thrive in a fast-moving, tech-driven environment, love solving real-world problems, and want to be part of a team that's shaping the future, this is your moment. 
Genpact (NYSE\: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge, operational excellence, and cutting-edge solutions – we help companies across industries get ahead and stay ahead. Powered by curiosity, courage, and innovation, our teams implement data, technology, and AI to create tomorrow, today. Get to know us at  and on LinkedIn, X, YouTube, and Facebook.

Inviting applications for the role of Manager – Smart COMM Specialist
In this role, you are required to develop and execute cross-channel communications through Smart COMM to enable personalization and relevance at scale. Responsibilities include technical build of automated communications, producing and quality-testing communications, validating & preparing data files, identifying, and remediating issues along the campaign development lifecycle.  They're also experienced in advanced segmentation, reporting and analytics, and data configuration. They should have fair understanding of end-to-end Campaign Operation Process
Responsibilities –

•    Build and implementation of customer communications management (CCM) campaign solutions across multiple channels based on business requirements and marketing objectives

•    Create email layouts and templates with use of Smart Components within Smart COMM Platform. 

•    Design, Deliver and execute communication campaigns with a focus on scalability and efficiency.

•    Manage releases into the Edge Platform in conjunction with the Edge IT team.

•    Ensure changes are deployed successfully, particularly those required outside regular hours.

•    Conduct thorough QA to ensure seamless deployment.

•    Develop and document form designs and specifications, including usage rules, data mapping, variable logic, templates, styles, and layouts.

•    Create and manage both static layouts for print and responsive layouts for web.

•    Execute briefs for new documents or changes to existing documents with varying levels of complexity and seniority.

•    Identify and troubleshoot failures in document generation.

•    Analyze root causes and manage fixes through the Document Creation & Management team.

•    Track and manage exceptions to ensure timely resolution

•    Build email and letter templates for ad-hoc communication using templates provided by the brand team.

•    Edit existing email and letter templates to ensure they meet current requirements 

•    Collaborate with the marketing team to understand business requirements and
translate them into technical requirements for campaigns

•    Support the End-to-End integration testing and user acceptance testing. 

•    Collaborate with cross-functional teams to align communication strategies with business goals. 

•    Provide technical expertise in troubleshooting and resolving CCM campaign system issues. 

•    Document and maintain technical documentation for campaigns and workflows.

•    Participate in code reviews, testing, and deployment of CCM campaigns and workflows.

•    Ensure campaigns are executed on time, strictly in line with processes and compliance requirements and risks are appropriately mitigated

Qualifications we seek in you

Minimum Qualifications / Skills

•    Relevant experience in SmartCOMM campaigns development and implementation

•    Excellent Understanding of SmartCOMM capabilities

•    Proficient in SmartCOMM Modules, including Advanced Template Designer and Web Editor.

•    Hands-on experience in generating interactive communications (Draft Editor, Data Capture, ipdfs).

•    Technical knowledge in creating simple, scriptable batch configurations/template selectors and output configurations for post-processing.

•    Experience in creating new batch configurations, including template selectors, layouts, stylesheets, and shared contents.

•    Ability to consolidate form templates by recognizing common graphical elements, information blocks, layouts, variable data requirements, functional similarity, and multilingual requirements

•    Technical experience with building email layouts/HTML

•    Strong understanding of digital marketing best practices, including data
management, segmentation, personalization, and automation

•    Ability to develop SQL queries from scratch is a minimal expectation for Data Management activities.

•    Experience with one or more leading marketing automation vendors would be preferred.

•    Strong attention to detail and ability to deliver high-quality work to tight deadlines.

•    Strong command of English and communication skills (Spoken and written)

•    Strong problem solving, troubleshooting and interpersonal skills

•    An ability to interact and communicate effectively with others at all levels of the organization with diplomacy and tact.

Preferred Qualifications/ Skills\:  

•    Bachelor's degree or equivalent

•    Highly strategic and able to uncover and understand business needs

•    Smart COMM experience with related technologies preferred

•    Experience with Agile development methodologies is a plus.

•    Deep knowledge of modern client-side technologies, such as HTML, CSS, and JavaScript

•    Have worked in a Banking and Finance domain

•    Proficient in Java/J2EE, JSON, and web services.

•    Strong XML coding skills.

•    Participation in code reviews and deploying code in DEV, UAT, and PROD environments.

•    Monitoring logs and analyzing and fixing production bugs

Why join Genpact? 

•    Be a transformation leader – Work at the cutting edge of AI, automation, and digital innovation 

•    Make an impact – Drive change for global enterprises and solve business challenges that matter 

•    Accelerate your career – Get hands-on experience, mentorship, and continuous learning opportunities 

•    Work with the best – Join 140,000+ bold thinkers and problem-solvers who push boundaries every day 

•    Thrive in a values-driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress 
Come join the tech shapers and growth makers at Genpact and take your career in the only direction that matters\: Up. 
Let's build tomorrow together. 

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation.  
Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.