Vonage

Cloud communications platform CPaaS, UCaaS, CCaaS

Technical Routing Analyst

Telecommunications EngineeringConfirmed live in the last 24 hours

Full-timePolandNo salary listedIn-person

About the Job

Requirements

Solid understanding of SMS routing fundamentals, including SMPP protocol, DLR codes, encoding, conversion rates, and delivery ratio metrics.
Experience working with carrier or telecommunications routing systems and monitoring tools such as Tableau, Zendesk, or equivalent tools.
Ability to investigate degradation patterns, cross-reference data sources, and drive root-cause resolution.
Ability to work in a fast-paced, 24x5 operational environment with on-call responsibilities.
Strong written and verbal communication skills to coordinate across time zones with suppliers and internal stakeholders.
Experience collaborating cross-functionally with carrier, product, and engineering teams.

Responsibilities

Monitor and respond to quality alerts, including SMSCR, DLR Success Ratio, rejected or undelivered messages, queue, and bind-down, using Zendesk and Tableau and 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, identify degraded suppliers, and initiate 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, and 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 handover notes for the next-shift team.
Support the migration of SMS services from IBM Data Centres to AWS.

Desired Qualifications

Familiarity with voice routing metrics, including ASR, NER, MOS, and PDD, and SIP fundamentals.
Experience with machine-learning-driven or algorithmic routing systems.
Knowledge of RCS, Network APIs, or U.S. direct carrier connectivity.
Background in a CPaaS, wholesale telecommunications, or carrier operations environment.

Join Vonage and help us innovate cloud communications for businesses worldwide!

About Vonage

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. The Technical Routing & Quality team sits at the heart of this — owning the configuration and performance of every message and call that traverses the Vonage network.

Why This Role Matters

Every OTP SMS, enterprise marketing message, and API-triggered communication travels through routing groups owned and maintained by this team. As a Technical Routing Analyst, you will own 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.

What You Will 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 You Will Bring

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

About the Team

The Technical Routing & Quality team is 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. We operate a follow-the-sun model and work closely with Carrier Partnerships, Product, and Engineering to deliver best-in-class routing services.

#LI-WW1

There’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.

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Who we are:

Vonage 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.

Note: 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. Assignments may differ for individuals within the same role based on business conditions, departmental need or geographic location.

About the Company

Vonage

Cloud communications platform CPaaS, UCaaS, CCaaS

Vonage provides cloud-based communications services for businesses. Its main offerings include Communications Platform as a Service (CPaaS), Unified Communications as a Service (UCaaS), and Contact Center as a Service (CCaaS). CPaaS lets developers add voice, messaging, video, and data features into apps, websites, and workflows via APIs. UCaaS combines voice, video, messaging, and collaboration tools in one platform, while CCaaS offers advanced customer service tools. Unlike many competitors, Vonage bundles these capabilities into a global, scalable cloud platform that supports both integration into software and standalone communications, with revenue coming from subscription fees and usage-based charges. The company’s goal is to help businesses of all sizes improve customer engagement and streamline operations by modernizing their communication infrastructure across industries like healthcare, finance, retail, and education.

Company size: 1,001-5,000
Company stage: IPO
Headquarters: Holmdel Township, New Jersey
Founded: 2001

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