Technical Routing Analyst (Product Operations)

Vonage; Bengaluru; Presencial; INR 1.200.000 - 1.800.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Discretionary Time Off

Private Medical Insurance

Educational Assistance Reimbursement

Conference reimbursements

Maternity and Paternity Leave

Other benefits discussed

Descripción de la vacante

Vonage in Bengaluru seeks a Technical Routing Analyst (Product Operations) to manage day-to-day quality and cost of global SMS/voice routing. You will ensure reliable traffic delivery, optimize margins, and collaborate with Carrier Partnerships, Product, and Engineering.

The role requires hands-on experience with SMPP, routing metrics, and a proactive approach to improvement in a fast-paced environment. Join a team driving growth areas like Network APIs and US direct connectivity.

Formación

• Solid understanding of SMS routing fundamentals: SMPP, DLR codes, encoding, conversion rates, delivery ratio metrics.
• 5+ years of experience with carrier or telco routing systems and monitoring tools like Tableau or Zendesk.
• Analytical mindset to investigate degradation patterns and drive root-cause resolution.
• Comfortable in a fast-paced 24x5 operational environment with on-call responsibilities.

Responsabilidades

• Monitor and respond to quality alerts via Zendesk and Tableau.
• Provide 24x5 follow-the-sun routing assurance in rotation with regional peers.
• Perform proactive quality assurance across SMS and voice destinations and initiate route changes.
• Manage country-level routing and evaluate supplier performance against cost/quality targets.
• Onboard and test new supplier connections (SMPP/MM4/MM7) with Connectivity Operations.
• Identify and upscale carrier degradations and encoding/throughput issues, coordinating resolutions.
• Contribute to automation initiatives to improve onboarding times, cost management, and quality alerting.
• Participate in regional handover processes and maintain clear notes for next shift.

Conocimientos

SMS routing fundamentals

Carrier/telco routing systems

Tableau/Zendesk experience

Analytical mindset

24x5 operational readiness

Cross-functional collaboration

Voice routing metrics

ML-driven routing

RCS/Network APIs knowledge

CPaaS/wholesale telco background

Herramientas

SMPP/MM4/MM7 protocol testing

Descripción del empleo

Technical Routing Analyst (Product Operations)

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

Why this role matters:

The 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.

Your key responsibilities:

• 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 upscale 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 bring

• 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
• 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

How you'll benefit:

• Attractive Discretionary Time Off
• Private Medical Insurance with optional dependent coverage
• Educational Assistance Reimbursement Program
• Opportunities for reimbursement for conferences, trainings, and other personaldevelopment events
• Maternity and Paternity Leave
• Additional benefits and perks will be shared and discussed with you by the recruiter during the interview process

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.