Technical Routing Analyst (Product Operations)
Why this role matters:
The Technical Routing & Quality team is focused on three key objectives: reducing technical debt, automating core business processes, and investing in growth areas such as Network APIs, RCS, and US direct connectivity. Operating through a follow-the-sun model, the team works closely with Carrier Partnerships, Product, and Engineering to deliver best-in-class routing services. Every OTP SMS, enterprise marketing message, and API-triggered communication relies on routing groups owned and maintained by this team. As a Technical Routing Analyst, you will be responsible for the day-to-day quality and cost performance of global SMS and voice routing, ensuring traffic is delivered reliably and efficiently while optimising margins.
Your key responsibilities:
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.
What you'll bring
Solid understanding of SMS routing fundamentals — SMPP protocol, DLR codes, encoding, conversion rates, and delivery ratio metrics
5+ years of 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
Experience we consider a plus:
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
How you’ll benefit:
Attractive Discretionary Time Off
Private Medical Insurance with optional dependent coverage
Educational Assistance Reimbursement Program
Opportunities for reimbursement for conferences, trainings, and other personal development events
Maternity and Paternity Leave
Additional benefits and perks will be shared and discussed with you by the recruiter during the interview process