Technical Routing Analyst
Vonage Communications APIs:
Vonage is a global cloud communications leader in the $100B+ CPaaS market. Customers including Airbnb, Snapchat, and thousands of enterprises depend on our APIs and SDKs to deliver SMS, voice, and messaging at scale. The Technical Routing & Quality team sits at the heart of this — owning the configuration and performance of every message and call that traverses the Vonage network.
Why This Role Matters
Every OTP SMS, enterprise marketing message, and API-triggered communication travels through routing groups owned and maintained by this team. 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
What You Will Bring
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
Nice to have
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
About the Team
The Technical Routing & Quality team is focused on three objectives: reducing tech debt, automating the core business, and investing in growth areas such as Network APIs, RCS, and US direct connectivity. We operate a follow-the-sun model and work closely with Carrier Partnerships, Product, and Engineering to deliver best-in-class routing services.
How You Will Benefit
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 #LI-ML1