Number Services Short Code Analyst

Vonage Carrier Services & Engineering Mission: To deliver quality end-to-end carrier services enabling the success of our SMS and Voice Operations across the company. This means delivering number and associated services for Vonage Number Inventory, API, Contact Center and other businesses, helping Vonage emerge as a leader in the $100B+ cloud communications platform (CPaaS) market. As businesses continue to shift to a real-time, customer-centric communications model, we are experiencing a time of impressive growth.

Why this role matters:

Vonage works both with carrier partners and have acquired licenses to operate as a carrier, or as a service provider in several countries, enabling the delivery of a growing portfolio of Carrier Services to our global customer base.

You will support Vonage by managing customer short code project briefs and carrier submissions, administering the tracking application and staying abreast of the growing regulatory challenges, while keeping projects moving forward and on track. Spam prevention is a key part of the role and you will be working closely with our various carrier partners, Marketing, Legal and collaborating with other internal teams to deliver.

IF THIS SOUNDS LIKE YOU, CONTINUE READING BELOW… 

What you will do:

  • Project manage and perform short code migration and provisioning
  • US and Canada toll-free number use case verifications
  • Messaging enablement for US and Canada long codes
  • Sales education for products and services
  • Administration of and training for the short code tracking application
  • Number inventory management
  • Assist with testing of new numbers and short codes and troubleshooting, as appropriate
  • Process and implement customer orders
  • Customer troubleshooting and issue resolution
  • Documentation of changes and daily activities
  • Reporting on key performance indicators
  • Manage day-to-day vendor relationships via regular meetings, business reviews, etc.
  • Respond to audits and inquiries from regulatory bodies
  • Collaborate with internal team members to further automate operational tasks
  • Analyze and monitor costs and quality of Vonage global numbers inventory
  • Collaborate with sales, support, product and legal teams on specific projects

What you will bring:

  • An end to end perspective of delivering carrier services to customers
  • Strong analytical skills and strategic thinking
  • Ability to assimilate complex operational challenges
  • Ability work across diverse teams, engage and deliver
  • Strong analytical and decision-making skills that can be applied in a fast-moving environment 
  • Excellent written and verbal communication skills
  • Client-focused attitude, with an enthusiastic and proactive nature
  • Excellent attention to detail and the ability to juggle multiple projects in a fast-paced environment
  • Demonstrate commitment to teamwork and flexibility to get stuff done

Required:

  • Two years experience of working in a contact center/telecom environment at an operational level
  • Reasonable technical understanding of telephony and messaging
  • Comfortable working in a distributed team with autonomy
  • Familiarity with ticketing and knowledge management systems
  • Adaptive communication skills, and a collaborative, cross functional working style
  • Self-motivated and driven with strong multitasking and time management skills
  • Able to work collaboratively within different teams and with differing levels of authority
  • Self-starting and able to self-manage

Desired Skills and Experience:

  • Bachelor’s degree or working equivalent
  • Familiarity with CTIA and CWTA Handbooks
  • Strong knowledge of short codes and 10DLC
  • Strong technical, commercial and operational understanding of voice and SMS/MMS
  • 3 years of experience coordinating and leading to success challenging projects
  • Confident to communicate at all levels, and to stakeholders with different backgrounds including, but not limited to, commercial leads, technical engineers and operational owners
  • Strong knowledge of how the voice and messaging markets are regulated, operated and managed
  • Experience working with telecommunications carriers and regulatory bodies
  • Experience using Zendesk and Atlassian Jira and Confluence
  • Experience using Google Workspace and Microsoft Office
  • SQL experience using Kibana, Snowflake and mysql

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