Why this Role Matters:

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.

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 when necessary
  • Liaise with internal stakeholders (Carrier Relations, Product team, Support, Sales) in specific projects
  • Required to work weekends and occasional holidays to support the business need (1 to 2 days on average per month). 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%, DLR etc) 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
  • Positive mindset and not just ‘doing what you are asked to do’
  • 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
  • Fresh Graduates will also be considered; Candidates with more experience may be considered as Senior Routing Analyst

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.

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