[Hiring] Number Operations Analyst @Vonage

Role Description

Join Vonage and help us innovate cloud communications for businesses worldwide!

Numbering resources are foundational to our products, customer experience, and regulatory compliance. With licences to operate across multiple countries and partnerships with global carriers, we ensure the right numbers are available in the right locations at the right time — and efficiently managed throughout their lifecycle.

This role consists of managing the number inventory and associated operations:

• Number provisioning and testing
• Regulatory compliance
• Know Your Customer (KYC) processing
• All porting aspects
• Migrations
• Troubleshooting
• Optimisation and automation

What you will do:

• Provisioning: Manage end-to-end number provisioning, including complex KYC/identity verification for restricted markets. Process and validate customer orders across all Vonage application businesses, ensuring successful service enablement through testing.
• Line Number Porting (LNP): Execute number porting projects for customers and internally, navigating specific porting complexities and validation rules. Handle port out processing and escalations in adherence to regulatory lead times.
• Inventory Management: Maintain number inventory status and perform regular cleansing projects to increase accuracy, integrity, and reduce costs.
• Regulatory Compliance: Support audits from regional bodies and help measure and adapt existing and future service offerings to remain compliant.
• Migrations: Scope, analyse and submit back office migration or LNP tasks to consolidate, diversify, improve quality or generate cost savings.
• Troubleshooting: Solve customer number reachability issues, incorrect spam tagging, debugging SIP signaling or CLID display problems when needed.
• Optimisation and Automation: Collaborate with internal team members to streamline, enhance and automate operational tasks.

Qualifications

• Proven background in Telecoms or CCaaS, specifically handling number provisioning and/or LNP.
• Familiarity with SIP, VoIP, and legacy PSTN nuances.
• Advanced Excel skills (large datasets).
• Experience with ticketing/CRM systems (e.g. Jira, Zendesk, Salesforce).
• Familiarity with data tools such as SQL, Snowflake, or Kibana.
• High attention to detail, particularly in data and document handling.
• Strong analytical and problem-solving skills.
• Self-motivated with excellent time management and ability to manage competing priorities.
• Comfortable working independently and managing operational queues.
• Confident communicator across cross-functional teams.
• Fluent English.

Benefits

• Opportunity to work with a global cloud communications leader.
• Contribute to the digital transformation of brands like Airbnb, Viber, WhatsApp, and Snapchat.
• Innovative work environment.

Company Description

Vonage is a global cloud communications leader. Your talent will further help brands accelerate their digital transformation through our fully programmable-based unified communications, contact center solutions, and communications APIs.