Fraud Investigation Analyst

Vonage; Pachuca; A distancia; MXN 1,094,000 - 1,460,000; Jornada completa

Descripción de la vacante

A global cloud communications leader is looking for a Fraud Investigation Analyst to combat fraud and protect customers. You'll investigate fraudulent activities, analyze traffic patterns, and collaborate with various teams to develop prevention strategies. Ideal candidates have 5+ years of experience in fraud investigation, strong SQL and analytical skills, and effective communication abilities. This role requires working one weekend day and offers remote flexibility within Mexico.

Formación

• 5+ years of experience in telecommunications fraud investigation or related fields.
• Strong expertise in AML, KYC, and transaction monitoring.
• Experience analyzing large, complex datasets and providing actionable insights.

Responsabilidades

• Detect, investigate, and prioritize fraud incidents on communication platforms.
• Monitor accounts for anomalies and emerging fraud patterns.
• Collaborate with teams to strengthen fraud controls and mitigate risks.

Conocimientos

Fraud prevention methodologies

SQL

Data analytics tools

Verbal communication

Written communication

Educación

Degree-level education in fraud, risk, or data-related fields

Herramientas

Fraud detection platforms

Excel

Descripción del empleo

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

Trust & Safety Team Mission:

Trust & Safety is a shared‑service team responsible for the proactive and reactive monitoring of our telecommunication services (messaging and voice traffic) to protect Vonage, its customers, and downstream partners from abuse, fraud, and service degradation. This includes real‑time fraud detection, alert response, account blocking, traffic analysis, and investigation of both internal escalations and external carrier disputes.

Operating as a dedicated fraud center of excellence, the team plays a critical role in reducing financial loss, maintaining trusted carrier relationships, and ensuring regulatory alignment. Trust & Safety is also responsible for producing actionable insights that inform network protections, account remediation, and internal fraud policy improvements. The team partners closely with Sales, Security, Legal, Customer Success, Carrier Partnerships, and Engineering to mitigate threats and reduce friction for legitimate traffic.

The team operates 24/7/365, using layered defense mechanisms and tiered response teams to ensure timely intervention and thorough investigation of fraud and abuse patterns across the messaging and voice ecosystem.

Why this role matters:

The Fraud Investigation Analyst is a key position in Vonage’s fight against fraud by protecting our customers from abuse, taking down fraudsters and ensuring the profitability of the company. The duties of the role include identifying and qualifying new strategic anti‑fraud initiatives to detect and prevent fraudulent transactions and behaviour. You will be confident in proactively initiating new investigations, evidence gathering, communicating effectively with other areas of the business to recover losses, and obtaining support from product and engineering teams to deliver the improvements and technologies required to detect and prevent these problems up front.

Your key responsibilities:

• Proactively detect, investigate and prioritize fraud incidents across Vonage’s communication platforms
• Monitor customer accounts and traffic usage to identify anomalies, suspicious behavior, and emerging fraud patterns
• Conduct deep‑dive analysis and make actionable recommendations to support fraud prevention, detection, and mitigation strategies
• Research and validate suspected cases of traffic abuse, account compromise, or policy violations
• Collaborate with cross‑functional teams (products, engineering, compliance, customer support) to strengthen fraud controls and prevent recurrence
• Provide timely incident response for urgent fraud activity, ensuring rapid containment and effective communication to stakeholders
• Share fraud insights and trends with leadership to inform strategy and improve customer trust

What you’ll bring:

Required:

• 5+ years of experience in telecommunications fraud investigation (SMS, Voice) or high‑tech/transaction‑heavy industries (telco, fintech)
• Degree‑level education or equivalent professional experience in fraud, risk, or data‑related fields
• Strong expertise in fraud prevention methodologies and regulatory practices, including AML, KYC, and transaction monitoring
• Hands‑on experience with fraud detection platforms, SQL, Excel, and data analytics tools; familiarity with AI/ML‑based detection solutions
• Proven track record of analyzing large, complex datasets and delivering actionable recommendations
• Strong written and verbal communication skills
• Ability to work one day each weekend (Saturday or Sunday), as contractually agreed

What we consider a plus:

• Strong organizational and multitasking skills with excellent attention to detail
• Effective stakeholder management, with the ability to influence cross‑functional partners and present findings clearly to both technical and business audiences
• Experience working in distributed, global teams and adapting to a dynamic, fast‑paced environment

Where you will work:

We are open to considering fully remote candidates located within Mexico.

Sponsorship is not available. Legal authorization to work in the USA is required. We are unable to sponsor individuals for employment visas, now or in the future, for this job opening.

When you will work:

• Required to work one day each weekend (Saturday or Sunday) as part of a fixed schedule
• Standard workweek: Tuesday to Saturday, or Sunday to Thursday
• Flexibility to adjust hours occasionally to support urgent fraud investigations or global team collaboration (in rare circumstance this may include night shifts)

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.