Technical Routing Analyst

Role overview

Keep global SMS and voice traffic reliable and cost-effective by monitoring routing quality, investigating delivery problems, and adjusting supplier routes. The work follows a 24×5, follow-the-sun operating model, coordinating across regions and with carrier, connectivity, product, and engineering teams.

Responsibilities

- Monitor delivery and routing alerts, investigate anomalies, and follow established processes to address service issues. - Check SMS and voice destinations for quality changes, identify underperforming suppliers, and initiate route adjustments. - Assess supplier performance against country-level quality and cost targets and maintain tiered routing choices. - Coordinate onboarding and testing of supplier connections using SMPP, MM4, or MM7 protocols. - Escalate carrier degradation, encoding errors, and throughput constraints, working with suppliers and internal teams toward resolution. - Contribute to automation for supplier onboarding, cost management, and quality alerts; support service migration to AWS and maintain clear shift handovers.

Requirements

- Understanding of SMS routing, including SMPP, delivery receipts and codes, encoding, conversion rates, and delivery metrics. - Experience with carrier or telecommunications routing systems and monitoring tools, or comparable platforms. - Strong analytical skills for investigating quality trends across data sources and driving root-cause resolution. - Clear written and verbal communication for coordination across time zones with suppliers and internal stakeholders. - Ability to work in a fast-paced 24×5 operations rotation with on-call responsibilities.

Nice to have

- Familiarity with voice routing measures such as ASR, NER, MOS, and PDD, plus SIP fundamentals. - Exposure to algorithmic routing, machine learning-based routing, RCS, network APIs, or direct carrier connectivity. - Experience in cloud communications, wholesale telecommunications, or carrier operations.

Benefits and work setup

- Benefits listed include medical and life insurance, a meal card, and volunteer time.