Global Routing & Quality Analyst (24x5) – SMS/Voice

Vonage; Polska; Sur place; PLN 180 000 - 300 000; Plein temps

Résumé du poste

Vonage is seeking a Technical Routing Analyst to own day-to-day quality and cost performance of global SMS and voice routing. You will monitor routing quality, respond to alerts, and work across regions to ensure reliable, cost-efficient communications for customers worldwide.

You will onboard suppliers, test new connections (SMPP/MM4/MM7), and drive improvements in automation, onboarding times, and incident resolution.

Qualifications

• Solid understanding of SMS routing fundamentals — SMPP, encoding, and delivery metrics.
• Experience with carrier routing systems and monitoring tools.
• Analytical mindset for degradation patterns and data cross-referencing.
• Comfortable in a fast-paced 24x5 operational environment with on-call responsibilities.
• Strong written and verbal communication across time zones with suppliers and internal teams.
• Experience collaborating cross-functionally with carrier, product, and engineering teams.

Responsabilités

• 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 elevate 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

Connaissances

SMS routing fundamentals

Carrier routing systems

Data analysis

24x7 on-call readiness

Cross-functional collaboration

Communication skills

Outils

Tableau

Zendesk

Description du poste

Vonage is seeking a Technical Routing Analyst to own day-to-day quality and cost performance of global SMS and voice routing. You will monitor routing quality, respond to alerts, and work across regions to ensure reliable, cost-efficient communications for customers worldwide.

You will onboard suppliers, test new connections (SMPP/MM4/MM7), and drive improvements in automation, onboarding times, and incident resolution.