Technical Routing Analyst
Job description
A Technical Routing Analyst role at Vonage owning 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. Part of the Technical Routing & Quality team, which configures and maintains routing groups for messages and calls traversing the Vonage network.
At a glance
- Work mode
- Remote · Poland
What you'll 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 we're looking for
- 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
Your team
Technical Routing & Quality team
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. Operates a follow-the-sun model and works closely with Carrier Partnerships, Product, and Engineering to deliver best-in-class routing services.
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About Vonage
A global cloud communications leader
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. Vonage offers fully programmable-based unified communications, contact center solutions, and communications APIs.
Key facts
- Cloud communications / CPaaS
- Global cloud communications leader in the $100B+ CPaaS market
- Customers include Airbnb, Snapchat, Viber, and WhatsApp
- Provides APIs and SDKs for SMS, voice, and messaging at scale
Partners & customers