Numbers Analyst

Vonage Carrier Services & Engineering Mission: To deliver quality end-to-end carrier services enabling the success of our SMS and Voice Operations across the company. This means delivering number and associated services for Vonage Number Inventory, API, Contact Center and other businesses, helping Vonage emerge as a leader in the $100B+ cloud communications platform market. As businesses continue to shift to a real-time, customer-centric communications model, we are experiencing a time of impressive growth.

Why this role matters:

Vonage works with both carrier partners and have acquired licences to operate as a carrier, or as a service provider in several countries, enabling the delivery of a growing portfolio of Carrier Services to our global customer base. 

You will support Vonage to increase impact and performance of these carrier services (numbers, short codes, CPaaS reselling), working closely with our various carrier partners in collaboration with our internal teams to help close, support and drive revenue. Vonage is seeking to recruit a Numbers Analyst to support the delivery and ongoing management of these Carrier Services & Engineering functions.

IF THIS SOUNDS LIKE YOU, CONTINUE READING BELOW…

What you will do

• Perform number and short code provisioning and inventory restocking when required
• Assist with testing of new numbers and troubleshoot where needed
• Process and implement new customer orders from the Sales team and customers directly
• Support in issue resolution activities for our customers
• Take part in CPaaS CSP customer onboarding, testing and design activities as required
• Coordinate cross-functionally to ensure all stakeholders (e.g. support, legal, operations, sales) are kept informed and that carrier services are operating effectively
• Monitor carrier partner use to identify success and room for improvement
• Manage day-to-day carrier partner relationships via regular meetings, QBRs, etc.
• Respond to audits and inquiries received by our regulatory bodies
• Collaborate with internal team members to further automate operational tasks
• Initiate and manage number porting migration projects
• Analyse and monitor costs / quality of Vonage global numbers inventory
• Liaise with sales, support or product team in specific projects

What you will bring

• An end to end perspective of delivering carrier and number services to CPaaS customers
• Strong analytical skills and strategic thinking
• Ability to assimilate complex operational challenges
• Ability work across diverse teams, engage and deliver
• Strong analytical and decision-making skills that can be applied in a fast-moving environment 
• Excellent written and verbal communication skills
• Strong client-focused attitude, with an enthusiastic and proactive nature
• Excellent attention to detail and the ability to manage multiple projects in a fast-paced environment
• Demonstrate commitment to teamwork, and flexibility to get stuff done

Required 

• Ideally some experience of working within a contact centre/telco environment at any level
• Comfortable working in a distributed team with autonomy
• Some understanding of telephony or messaging
• Adaptive communication skills, and a collaborative, cross functional working style
• Self-motivated and driven with strong multitasking and time management skills
• Able to work collaboratively within different teams and with differing levels of seniority
• Self-starting and able to self-manage
• Ideally experience using Zendesk and Atlassian Jira and Confluence
• Ideally experience using Google Workspace and Microsoft Office
• Ideally SQL experience using Kibana, Snowflake and mysql

What's in it for you

• 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
• Flexible hybrid work schedule
• Ericsson Support Line
• Kafeteria