Carrier Operations Analyst

Vonage Carrier Services & Engineering Mission: 

To deliver quality end-to-end carrier services enabling the success of our SMS and Voice Operations across the company. This means delivering number and associated services for Vonage Number Inventory, API, Contact Center and other businesses, helping Vonage emerge as a leader in the $100B+ cloud communications platform market. As businesses continue to shift to a real-time, customer-centric communications model, we are experiencing a time of impressive growth.

Why this role matters:

Vonage works with both carrier partners and have acquired licences to operate as a carrier, or as a service provider in several countries, enabling the delivery of a growing portfolio of Carrier Services to our global customer base.

You will support Vonage to increase impact and performance of these carrier services (numbers, short codes, CPaaS reselling), working closely with our various carrier partners in collaboration with our internal teams to help close, support and drive revenue. Vonage is seeking to recruit a Carrier Operations Analyst to support the delivery and ongoing management of these Carrier Services & Engineering functions.

Your key responsibilities:

• Perform number and short code provisioning and inventory restocking when required
• Assist with testing of new numbers and troubleshoot where needed
• Process and implement new customer orders from the Sales team and customers directly
• Support in issue resolution activities for our customers
• Take part in CPaaS CSP customer onboarding, testing and design activities as required
• Coordinate cross-functionally to ensure all stakeholders (e.g. support, legal, operations, sales) are kept informed and that carrier services are operating effectively
• Monitor carrier partner use to identify success and room for improvement
• Manage day-to-day carrier partner relationships via regular meetings, QBRs, etc.
• Respond to audits and inquiries received by our regulatory bodies
• Collaborate with internal team members to further automate operational tasks
• Initiate and manage number porting migration projects
• Analyse and monitor costs / quality of Vonage global numbers inventory
• Liaise with sales, support or product team in specific projects

What you'll bring

Required:

• Experience of working within a contact centre/telco environment at any level
  • Ideally an end to end perspective of delivering carrier and number services to CPaaS customers
  • Some understanding of telephony or messaging
• Self-motivated and comfortable working in a distributed team with autonomy
• Strong analytical skills and strategic thinking
• Strong client-focused attitude, with an enthusiastic and proactive nature
• Adaptive communication skills, and a collaborative, cross functional working style
• Excellent attention to detail and the ability to manage multiple projects in a fast-paced environment
• Ideally experience using tools such as Zendesk, Atlassian Jira or Confluence
• Ideally SQL experience using Kibana, Snowflake and mysql

Where you will work:

This position offers a remote work arrangement based out of Mexico City, Mexico. 

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

#LI-DHC1