The Routing Analyst will support Vonage’s Communications API Platform to increase impact and performance of the SMS and Voice operations. This hands-on role enables us to deliver the high levels of quality our customers expect from us.
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What you will do
Analyze and Monitor costs/prices/quality of Vonage’s Communications API Platform for SMS and Voice retail traffic
Make routing changes to optimize for quality and cost
Identify sources of inefficiencies (quality and cost-wise) and propose solutions
Perform actions and updates based on the monitoring to guarantee best quality and minimize disservice to customers
Leverage internal tools to run manual and automated quality tests
Liaise with internal stakeholders (Carrier Relations, Product team, Support, Sales) in specific projects
What is required for application
Basic understanding of Telecommunications or willingness to learn SMS & Voice protocols
Good understanding of voice quality metrics (ASR, NER, MOS, etc.) or SMS (CR%)
Excellent written and verbal communication skills including ability get internal stakeholder buy-in and present to external customers
Proficient in Excel, Tableau, JIRA and Confluence
* This role will require ~2 weekend days a month and occasional Bank Holiday work *
What is in it for you
In addition to providing exciting work, career advancement opportunities, and a collaborative work environment, Vonage provides competitive pay and benefits.
Note: The purpose of this profile is to provide a general summary of essential responsibilities for the position and is not meant as an exhaustive list. Assignments may differ for individuals within the same role based on business conditions, departmental need or geographic location. An individual must demonstrate successful performance in their current position before being considered for promotion. In addition, in order to promote into a higher-level position, a business need for the promotion must exist and the candidate must be considered the most qualified person for the new position.