Vonage Mission
We strive to innovate and enhance our customers' ability to communicate within today's digital, cloud and real-time business environment. Our sales team is composed of highly-motivated, energetic and customer-focused Team Members that expand existing accounts/channels and find new clients for company products and services.
Why this role matters
The Carrier Management Operations team (CMT Ops), which sits within the Carrier Management Team and further in Vonage API Sales organisation, is responsible for driving the revenue and margin growth of the international messaging business. The team supports one of the fastest growing CPaaS companies in the market, directly managing our OTT and wholesale customer base, whilst working closely with our Carrier and Enterprise sales teams to develop and implement regional strategy plans.
As a high-growth team, expansion is needed to ensure continued success. We seek to recruit an experienced Operations Analyst to join our growing CMT Operations team. This position plays a key role in supporting Vonage’s sms growth strategy, taking ownership for QoS & customer specific monitoring, supplier testing, troubleshooting & escalations.
IF THIS SOUNDS LIKE YOU, CONTINUE READING BELOW…
What you'll do
- Quality and cost management - Routing optimisation, ensuring cost and quality of traffic delivery
- Troubleshooting - Working on internal and customer cases and reacting to ad-hoc alerts by defining the problem, troubleshooting QoS degradations, delivery and other issues with suppliers for Vonage Messaging Services driving them towards the resolution and providing interim solutions to emerging issues
- Maintenance - Owning data management of internal systems in use for decision making by Carrier Management team and broader stakeholder group ensuring data relevance and accuracy
- Analytics - Opportunity-hunting, traffic trending and tracking to ensure growth and safeguard against churn. Working with large data sets to extract useful information for internal teams and/or customers
- Testing - Running manual and automated quality tests to drive routing setup improvements and optimisation
- Key Accounts support - Supporting internal teams in proactive key customer performance monitoring to maximise performance
- Collaboration - Projects collaboration, implementation and activation of Messaging services in SS7 and SMPP with Mobile Network Operators, Aggregators and Vonage customers. Collaborate closely with other teams on a day-to-day basis for operational procedures and issue management
What will you bring
- A robust results driven mindset and dynamic approach
- Strong analytical skills with the ability to drive change
- A customer-driven focus and flexibility in a fast-paced environment
- An ability to collaborate across different teams in the organization
- Creativity and ideas - continuously looking at how we can improve the business
- Product knowledge - in depth understanding of the SMS A2P market
- Passionate about delivering excellence
- Self-starting and ability to self-manage
What is required for application
- At least 2 years of experience in the SMS A2P market
- Experience in an operational role with focus on carrier and/or customer support
- Hands on routing experience
- Technical knowledge and experience with SMPP and SS7 protocols
- A love for data, strong reporting and forecasting skills
- Experience with Reporting, BI and data management tools such as Tableau, Kibana and SQL
- Track record of over-achieving quota and KPIs
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 including unlimited discretionary time off and tuition reimbursement.
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.
