Technical Routing Analyst

🔥 1 minute ago

🇲🇽 Mexico – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🧐 Analyst

👻 Ghost score 10%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Vonage

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2001

💼 Consulting

🏥 Healthcare

📦 Logistics

💰 $225M Post-IPO Debt on 2014-08

Consulting • Healthcare • Logistics

Vonage is a global leader in communications services, offering a robust suite of tools including Communications APIs, Unified Communications, and Contact Centers solutions. The company empowers businesses to reach and engage customers across various channels such as messaging, voice, and video, facilitating superior customer experiences. Vonage integrates advanced technologies like AI and automation to enhance operational efficiency and customer satisfaction, supporting industries ranging from healthcare to retail with tailored communications solutions. As a testament to its capabilities, Vonage is consistently recognized as a leader in Communications Platform as a Service (CPaaS).

📋 Description

• Monitor and respond to quality alerts (SMSCR, DLR Success Ratio, Rejected/Undelivered, Queue, Bind-down) via Zendesk and Tableau, following established investigation processes • Provide 24x5 follow-the-sun routing assurance coverage in rotation with regional peers • Perform proactive quality assurance across SMS and voice destinations, identifying degraded suppliers and initiating route changes • Manage country-level routing by evaluating supplier performance against cost and quality targets and implementing tiered routing decisions • Onboard and test new supplier connections using SMPP/MM4/MM7 protocols in coordination with Connectivity Operations • Identify and escalate carrier degradations, encoding errors, and throughput issues, coordinating resolution with CORT and suppliers • Contribute to automation initiatives improving supplier onboarding times, cost management, and quality alerting • Participate in regional handover processes and maintain clear handover notes for the next-shift team • Support migration of SMS services from IBM Data Centres to AWS • Coordinate with Carrier Partnerships, Product, Engineering, CORT, suppliers, and regional peers

🎯 Requirements

• Solid understanding of SMS routing fundamentals — SMPP protocol, DLR codes, encoding, conversion rates, and delivery ratio metrics • Experience working with carrier or telco routing systems and monitoring tools (e.g. Tableau, Zendesk, or equivalent) • Analytical mindset with the ability to investigate degradation patterns, cross-reference data sources, and drive root-cause resolution • Comfortable working in a fast-paced, 24x5 operational environment with on-call responsibilities • Strong written and verbal communication skills; able to coordinate clearly across time zones with suppliers and internal stakeholders • Experience collaborating cross-functionally with carrier, product, and engineering teams • Familiarity with voice routing metrics (ASR, NER, MOS, PDD) and SIP fundamentals • Experience with ML-driven or algorithmic routing systems • Knowledge of RCS, Network APIs, or US direct carrier connectivity • Background in a CPaaS, wholesale telco, or carrier operations environment

🏖️ Benefits

• Medical Insurance • Group Life Insurance • Meal Card (Pluxee Tienda Card) • Volunteer Time (VTO) • Ericsson Care Line • Additional benefits and perks will be shared and discussed with you by the recruiter during the interview process

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