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# Technical Routing Analyst

- **Company:** Vonage
- **Location:** United States (Remote available)
- **Contract:** Permanent contract
- **Skills:** Application Programming Interfaces (APIs), Amazon Web Services, Encodings, Data Centers, Monitoring of Systems, Machine Learning, Routing, Tableau (Software), Technical Debt, Zendesk
- **Published:** November 7, 2026
- **Apply:** https://job-boards.greenhouse.io/vonage/jobs/8910909002

## About the Role

* Solid understanding of SMS routing fundamentals - SMPP protocol, DLR codes, encoding, conversion rates, and delivery ratio metrics
 * 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

## Description

Every OTP SMS, enterprise marketing message, and API-triggered communication travels through routing groups owned and maintained by this team. As a Technical Routing Analyst, you will own the day-to-day quality and cost performance of global SMS and voice routing, ensuring traffic is delivered reliably, efficiently, and at the best possible margin., * 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, The Technical Routing & Quality team is focused on three objectives: reducing tech debt, automating the core business, and investing in growth areas such as Network APIs, RCS, and US direct connectivity. We operate a follow-the-sun model and work closely with Carrier Partnerships, Product, and Engineering to deliver best-in-class routing services.

How You Will Benefit

 * Medical Insurance
 * Group Life Insurance
 * Meal Card (Pluxee Tienda Card)
 * Volunteer Time (VTO)
 * Ericsson Care Line
 * Additional benefits and perks will be shared and discussed with you by the recruiter during the interview process #LI-ML1