Technical Routing Analyst

About Vonage 

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. 

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