{"id":3736858,"url":"https://alion.io/job/vonage-technical-routing-analyst-product-operations","title":"Technical Routing Analyst (Product Operations)","company":{"id":58890,"name":"Vonage","domain":"vonage.com","url":"https://alion.io/company/vonage","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"A","score":89,"open_postings":9,"ghost_share":0,"stale_share":0.444,"repost_share":0,"time_to_fill_p50_days":56,"computed_at":"2026-11-05T05:54:30Z"}},"role":"Analytics","role_family":"Analytics","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bengaluru, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AWS","optional":false},{"name":"NER","optional":false},{"name":"Speech Recognition","optional":false},{"name":"WhatsApp","optional":true}],"status":"live","first_seen_at":"2026-11-04T07:31:01Z","employer_posted_date":"2026-11-04","last_verified_at":"2026-11-06T01:45:14Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"Join Vonage and help us innovate cloud communications for businesses worldwide!\nWhy this role matters:\nThe Technical Routing & Quality team is focused on three key objectives: reducing technical debt, automating core business processes, and investing in growth areas such as Network APIs, RCS, and US direct connectivity. Operating through a follow-the-sun model, the team works closely with Carrier Partnerships, Product, and Engineering to deliver best-in-class routing services. Every OTP SMS, enterprise marketing message, and API-triggered communication relies on routing groups owned and maintained by this team. As a Technical Routing Analyst, you will be responsible for the day-to-day quality and cost performance of global SMS and voice routing, ensuring traffic is delivered reliably and efficiently while optimising margins.\nYour key responsibilities:\nMonitor and respond to quality alerts (SMSCR, DLR Success Ratio, Rejected/Undelivered, Queue, Bind-down) via Zendesk and Tableau, following established investigation processes \nProvide 24x5 follow-the-sun routing assurance coverage in rotation with regional peers \nPerform proactive quality assurance across SMS and voice destinations - identifyingdegraded suppliers and initiatingroute changes \nManage country-level routing: evaluate supplier performance against cost and quality targets and implement tiered routing decisions \nOnboard and test new supplier connections (SMPP/MM4/MM7 protocols) in coordination with Connectivity Operations \nIdentifyand escalate carrier degradations, encoding errors, and throughput issues, coordinating resolution with CORT and suppliers \nContribute to automation initiatives that improve supplier onboarding times, cost management, and quality alerting \nParticipate in regional handover processes and maintainclear handover notes for the next-shift team \nSupport the migration of SMS services from IBM Data Centresto AWS. \nWhat you'll bring\nSolid understanding of SMS routing fundamentals - SMPP protocol, DLR codes, encoding, conversion rates, and delivery ratio metrics \n5+ years of experience working with carrier or telco routing systems and monitoring tools (e.g.Tableau, Zendesk, or equivalent) \nAnalytical mindset with the ability to investigate degradation patterns, cross-reference data sources, and drive root-cause resolution \nComfortable working in a fast-paced, 24x5 operational environment with on-call responsibilities \nStrong written and verbal communication skills; able to coordinate clearly across time zones with suppliers and internal stakeholders \nExperience collaborating cross-functionally with carrier, product, and engineering teams \nExperience we consider a plus:\nFamiliarity with voice routing metrics (ASR, NER, MOS, PDD) and SIP fundamentals \nExperience with ML-driven or algorithmic routing systems \nKnowledge of RCS, Network APIs, or US direct carrier connectivity \nBackground in a CPaaS, wholesale telco, or carrier operations environment \nHow you’ll benefit:\nAttractive Discretionary Time Off\nPrivate Medical Insurance with optional dependent coverage\nEducational Assistance Reimbursement Program\nOpportunities for reimbursement for conferences, trainings, and other personal development events\nMaternity and Paternity Leave\nAdditional benefits and perks will be shared and discussed with you by the recruiter during the interview process\nThere’s no perfect candidate. You don't need all the preferred qualifications to make a valuable impact on our team. Our employees and customers come from diverse backgrounds, so if you're passionate about what you could achieve at Vonage, we'd love to hear from you.\nTo learn how we process your personal data during the recruitment process, please refer to our Privacy Notice. \nWho we are:\nVonage is a global cloud communications leader. And your talent will further help brands - such as Airbnb, Viber, WhatsApp, and Snapchat - accelerate their digital transformation through our fully programmable-based unified communications, contact center solutions, and communications APIs. Ready to innovate? Then join us today.\nNote: The purpose of this profile is to provide a general summary of essential responsibilities for the position and is not meant as an exhaustive list. 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