Technical Routing Analyst

Vonage

. Monitor and respond to quality alerts (SMSCR, DLR Success Ratio, Rejected/Undelivered, Queue, Bind-down) via Zendesk and Tableau, following established investigation processes .

Posted 11/6/2026full-timeRemote • MexicoMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in SMS routing fundamentals, including SMPP protocol and delivery metrics, while effectively managing supplier performance and quality assurance in a fast-paced operational environment. Strong analytical and communication skills facilitate collaboration across cross-functional teams and timely resolution of routing issues.

Highest-signal resume keywords

SMPP ProtocolQuality AssuranceTableauCarrier Routing SystemsCross-Functional Collaboration

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

SMS Routing FundamentalsDLR CodesEncodingDelivery Ratio MetricsVoice Routing MetricsML-Driven Routing SystemsNetwork APIsUS Direct Carrier Connectivity

Soft Skills

Analytical MindsetStrong Communication SkillsAbility to Coordinate Across Time Zones

Tools & Technologies

ZendeskTableauAWS

Industry Keywords

CPaaSWholesale TelcoCarrier Operations

Tech Stack

Tools & technologies

AWSTableau

About the role

Key responsibilities & impact

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 by evaluating supplier performance against cost and quality targets and implementing tiered routing decisions
Onboard and test new supplier connections using 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 improving supplier onboarding times, cost management, and quality alerting
Participate in regional handover processes and maintain clear handover notes for the next-shift team
Support migration of SMS services from IBM Data Centres to AWS
Coordinate with Carrier Partnerships, Product, Engineering, CORT, suppliers, and regional peers

Requirements

What you’ll need

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
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

Benefits

Comp & perks

Medical Insurance
Group Life Insurance
Meal Card (Pluxee Tienda Card)
Volunteer Time (VTO)
Ericsson Care Line
Additional benefits and perks will be shared and discussed with you by the recruiter during the interview process