Why this Role Matters:

The Routing Operations Analyst will support Vonage’s Communications API Platform to increase impact and performance of the SMS and Voice operations. This hands-on role enables us to deliver the high levels of quality our customers expect from us.

What you will do: 

• Analyze and Monitor costs/prices/quality of Vonage’s Communications API Platform for SMS and Voice retail traffic
• Make routing changes to optimize for quality and cost
• Identify sources of inefficiencies (quality and cost-wise) and propose solutions
• Perform actions and updates based on the monitoring to guarantee best quality and minimize disservice to customers
• Leverage internal tools to run manual and automated quality tests
• Liaise with internal stakeholders (Carrier Relations, Product team, Support, Sales) in specific projects
• Required to work weekends (3 days on average per month) and occasional holidays to support the business need. This role and these days are eligible for overtime pay per state & local overtime calculations. 

What is Required:

• Basic understanding of Telecommunications or willingness to learn SMS & Voice protocols
• Basic understanding of voice quality metrics (ASR, NER, MOS, etc.) or SMS (CR%) or willingness to learn SMS & Voice protocols
• Excellent written and verbal communication skills including ability get internal stakeholder buy-in and present to external customers
• Excellent in GSuite (Gmail, GDocs, GSheets, GSlides, etc) or MSOffice equivalent. 
• Nice to have: Experience in Reporting/BI Tools such as Tableau, and Kibana, as well as project management software like JIRA and Confluence

What is in it for you:

In addition to providing exciting work, career advancement opportunities, and a collaborative work environment, Vonage provides competitive pay and benefits.