Technical Routing Analyst (Product Operations)

Overview

Technical Routing Analyst within the Technical Routing & Quality team at Vonage, responsible for day-to-day quality and cost performance of global SMS and voice routing.

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 you'll need

• Solid understanding of SMS routing fundamentals: SMPP protocol, DLR codes, encoding, conversion rates, and delivery ratio metrics
• 5+ years of 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

Details

• Location: Bengaluru
• Works a 24x5 follow-the-sun rotation with on-call responsibilities