Technical Routing Analyst
Core
Own the day-to-day quality and cost performance of global SMS and voice routing, ensuring traffic is delivered reliably and efficiently.
Role type
Senior operational analyst (cloud communications routing)
Builds
Global SMS and voice routing infrastructure for cloud communications providers
Domain
Cloud Communications (CPaaS) / Telecommunications
Required skills
SMS routing fundamentals, SMPP protocol, carrier routing systems, data analysis, root-cause investigation, cross-functional collaboration
Preferred skills
Voice routing metrics (ASR, NER, MOS), ML-driven routing systems, RCS, Network APIs, US direct carrier connectivity
Technologies
SMPP, MM4, MM7, Zendesk, Tableau, 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 to AWS
Seniority
Mid-to-Senior, hands-on operational IC
