[Hiring] Technical Routing Analyst @Vonage

Role Description

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

As a Technical Routing Analyst, you will own the day-to-day quality and cost performance of global SMS and voice routing, ensuring traffic is delivered reliably, efficiently, and at the best possible margin.

What You Will Do

• 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: evaluate supplier performance against cost and quality targets and implement tiered routing decisions.
• Onboard and test new supplier connections (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 that improve supplier onboarding times, cost management, and quality alerting.
• Participate in regional handover processes and maintain clear handover notes for the next-shift team.
• Support the migration of SMS services from IBM Data Centres to AWS.

Qualifications

• 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.

Requirements

• 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.

Company Description

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