The Routing Operations 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.
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
Required to work weekends (3 days on average per month) and occasional holidays to support the business need. This role and these days are eligible for overtime pay per state & local overtime calculations.
What is Required:
Basic understanding of Telecommunications or willingness to learn SMS & Voice protocols
Basic understanding of voice quality metrics (ASR, NER, MOS, etc.) or SMS (CR%) or willingness to learn SMS & Voice protocols
Excellent written and verbal communication skills including ability get internal stakeholder buy-in and present to external customers
Excellent in GSuite (Gmail, GDocs, GSheets, GSlides, etc) or MSOffice equivalent.
Nice to have: Experience in Reporting/BI Tools such as Tableau, and Kibana, as well as project management software like JIRA and Confluence
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.