Technical Routing Analyst (Product Operations)
Core
Ensure global SMS and voice routing quality and cost performance, managing traffic delivery reliability and efficiency for Vonage's cloud communications platform.
Role type
Senior operational analyst (telecom routing)
Builds
Global SMS and voice routing services for enterprise customers
Domain
Telecommunications / Cloud Communications (CPaaS)
Required skills
SMS routing fundamentals (SMPP, DLR, encoding, delivery ratios), carrier/telco routing systems monitoring, data analysis (Tableau, Zendesk), root-cause investigation, supplier performance evaluation, protocol testing (SMPP/MM4/MM7), cross-functional coordination
Preferred skills
Voice routing metrics (ASR, NER, MOS, PDD), SIP fundamentals, ML-driven routing systems, RCS, Network APIs, US direct carrier connectivity
Technologies
SMPP, MM4, MM7, Tableau, Zendesk, AWS, IBM Data Centres
Responsibilities
Monitor and respond to quality alerts via Zendesk and Tableau; Provide 24x5 follow-the-sun routing assurance coverage; Perform proactive quality assurance across SMS and voice destinations; Manage country-level routing and implement tiered routing decisions; Onboard and test new supplier connections; Identify and escalate carrier degradations and encoding errors; Contribute to automation initiatives; Support migration of SMS services from IBM Data Centres to AWS.
Seniority
Mid-to-Senior, hands-on operational IC
