The Operations Analyst - Telecom will support the Global Carrier Network Operations function
through the analysis of data and trends about quality, cost, and client traffic behaviour of our
SMS and Voice Products. This key-role will help the Vonage API platform, to onboard
customers’ traffic, optimise Cost or Quality, and a fine balance between the two.
You will
● Own part of the Routing table for the Global Carrier Network team (Use/Create insights
from available data, Analyse data for decision making) with focus on Quality and Cost.
● Perform complex analysis: type of traffic, Cost VS Quality, Price.
● Resolve Quality Alerts to maintain QoS according to given industry standards.
● Manipulate and transform the routing table’s selections for optimising Cost or Quality for
new and existing customers for a set of regional countries.
● Identify solutions/improvements of our internal tools and work with key stakeholders
(Product/Engineering) to eliminate blockers of day-to-day tasks.
● Provide Data analysis for other function stakeholders (Product, Engineering, Sales etc) to
support cross-functional needs.
● Perform operational day-2-day tasks and work towards continuous maintenance of the
service levels specified for our SMS of Voice termination SLOs with internal and external
stakeholders.
Essential for the Role (Must Have)
● Educated to degree level.
● At least 2-3 Years of experience on Cost/Price or Voice and SMS routing or Tech
Support position.
● Proficient in MS Office/Google equivalent data analysis Tools.
● Exposure to Business Intelligence tools (e.g. PowerBI, Tableau etc) or similar.
● Strong analytical skills.
● Ability and willingness to work in a global, fast-paced environment.
● Flexible with the ability to adapt working style to meet objectives.
● Excellent communication and analytical skills.
Nice to have for the Role:
● Project Management experience
● Telecommunications industry exposure.
● API and Cloud communications Industry exposure.
● Confluence JIRA tool
● Zendesk ticketing system.
Note: The role requires working 1-2 weekends or bank holidays per calendar month.
