[All remote jobs](https://jobicy.com/jobs.md)[![Vonage logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/06/1bac058d-221.jpg)](https://jobicy.com/company/vonage.md)[Vonage](https://jobicy.com/company/vonage.md) # Technical Routing Analyst AI Summary Vonage is hiring a Technical Routing Analyst to oversee the quality, reliability, and cost performance of global SMS and voice traffic. The role investigates routing alerts, delivery metrics, supplier degradation, encoding problems, and throughput issues while implementing country-level routing decisions. It includes rotating 24x5 follow-the-sun coverage, clear regional handovers, and close coordination with carriers, engineering, product, and connectivity operations. The analyst will also support supplier onboarding, routing automation, and migration of SMS services from IBM data centres to AWS. Strong knowledge of SMPP, DLRs, delivery metrics, and telecom routing operations is central to success.[Apply for this job](#job-application)[View company](https://jobicy.com/company/vonage.md)ShareRemote from[Mexico](https://jobicy.com/job-region/mexico.md)SalaryUndisclosedDepartment[Product & Operations](https://jobicy.com/categories/management.md)EmploymentFull TimeExperienceOpen levelPublished8 Nov 2026Apply before8 Dec 2026Listing views37Application actions0Application toolkit ## Make your next move. Prepare your resume, explore your fit, and draft a cover letter for this opportunity. Opportunity details ## About this role. ### Join [Vonage](https://jobicy.com/company/vonage.md) and help us innovate cloud communications for businesses worldwide! ### Vonage Communications APIs: Vonage is a global cloud communications leader in the $100B+ CPaaS market. Customers including Airbnb, Snapchat, and thousands of enterprises depend on our APIs and SDKs to deliver SMS, voice, and messaging at scale. The Technical Routing & Quality team sits at the heart of this — owning the configuration and performance of every message and call that traverses the Vonage network. ### Why This Role Matters 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. ### What You Will Do * Monitor and respond to quality alerts (SMSCR, DLR Success Ratio, Rejected/Undelivered, Queue, Bind-down) via Zendesk and Tableau, following established investigation processes * Provide 24×5 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 ### What You Will Bring * 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, 24×5 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 ### Nice to have * 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 ### About the Team 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 There’s no perfect candidate. You don’t need all the preferred qualifications to make a valuable impact on our team. Our employees and customers come from diverse backgrounds, so if you’re passionate about what you could achieve at Vonage, we’d love to hear from you. To learn how we process your personal data during the recruitment process, please refer to our [Privacy Notice](https://www.vonage.com/legal/careers-privacy-notice/). Who we are: Vonage is a global cloud communications leader. And your talent will further help brands – such as Airbnb, Viber, WhatsApp, and Snapchat – accelerate their digital transformation through our fully programmable-based unified communications, contact center solutions, and communications APIs. Ready to innovate? Then join us today. Note: The purpose of this profile is to provide a general summary of essential responsibilities for the position and is not meant as an exhaustive list. Assignments may differ for individuals within the same role based on business conditions, departmental need or geographic location. Show more [Apply now >](https://jobicy.com/jobs/159851-technical-routing-analyst.md) > Annual salary information is not provided for this position. Explore salary ranges for similar roles in our [Salary Directory ›](https://jobicy.com/salaries.md) * ![Upload CV](data:image/svg+xml;base64,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) ### Upload your resume now To unlock remote work opportunities and be discovered by global employers. This job listing has been manually reviewed by the Jobicy Trust & Safety Team for compliance with our posting guidelines, including verification of the company's legitimacy, accuracy of job details, clarity of remote work policy, and absence of misleading or fraudulent content. ## Role DNA A quick view of the complexity, pace, ownership and collaboration implied by the job description. ### Job Complexity 4/5EasyHard ### Pace & Pressure 5/5RelaxedFast-paced ### Autonomy Level 4/5GuidedFull ownership ### Communication Load 4/5IndependentCollaborative AI insightThe position requires specialized telecom-routing expertise and rapid diagnosis of live quality and delivery problems across global suppliers. Its 24x5 operational model, on-call expectations, and direct impact on reliability and margin make the work demanding. ## Salary analysis Estimated compensation compared with the broader US market for similar roles. Estimated job median (per year)Market rate$55,000US market range (per year)$45k–$70k0$77k AI insightThe yearly pay period is inferred from the job context; it was not explicitly stated by the employer. No employer salary was disclosed. The annual compensation figures are AI estimates in USD for a technical telecom routing analyst role and are not verified employer compensation. ## Core skills Skills and capabilities most closely associated with this opportunity. [SMS routing](https://jobicy.com/jobs?search_keywords=SMS%20routing.md)[SMPP](https://jobicy.com/jobs?search_keywords=SMPP.md)[Delivery receipt analysis](https://jobicy.com/jobs?search_keywords=Delivery%20receipt%20analysis.md)[DLR codes](https://jobicy.com/jobs?search_keywords=DLR%20codes.md)[Telecom operations](https://jobicy.com/jobs?search_keywords=Telecom%20operations.md)[Voice routing](https://jobicy.com/jobs?search_keywords=Voice%20routing.md)[SIP fundamentals](https://jobicy.com/jobs?search_keywords=SIP%20fundamentals.md)[Tableau](https://jobicy.com/jobs?search_keywords=Tableau.md)[Zendesk](https://jobicy.com/jobs?search_keywords=Zendesk.md)[Carrier management](https://jobicy.com/jobs?search_keywords=Carrier%20management.md)[Route optimization](https://jobicy.com/jobs?search_keywords=Route%20optimization.md)[Quality assurance](https://jobicy.com/jobs?search_keywords=Quality%20assurance.md)[Root cause analysis](https://jobicy.com/jobs?search_keywords=Root%20cause%20analysis.md)[AWS migration](https://jobicy.com/jobs?search_keywords=AWS%20migration.md)[Cross-functional collaboration](https://jobicy.com/jobs?search_keywords=Cross-functional%20collaboration.md) Sample interview questionsHow would you investigate a sudden decline in SMS delivery success for a specific destination?I would first validate the decline using DLR success ratio, rejected and undelivered statuses, traffic volume, and historical baselines. I would segment the data by supplier, route, message type, encoding, and time window, then check recent configuration or carrier changes. If a supplier degradation is indicated, I would apply the agreed routing policy, escalate with evidence, and monitor recovery after the route change. What is SMPP, and which aspects are most important when onboarding a new supplier connection? SMPP is a protocol used to exchange SMS messages between systems such as an enterprise platform and an SMSC. For onboarding, I would validate bind types and credentials, addressing and TON/NPI settings, submit_sm and deliver_sm behavior, DLR mapping, throughput limits, encoding support, error handling, and reconnection behavior. I would document results and confirm that the connection meets both quality and operational requirements before production routing. How do you balance cost and quality when making routing decisions? I would use defined quality thresholds alongside supplier cost, capacity, and destination-specific performance data. A lower-cost route is only useful if it meets delivery, latency, and error-rate targets. I would use tiered routing and controlled tests where appropriate, prioritize reliable delivery during degradation, and review outcomes regularly to maintain both customer experience and margin. Describe how you would ensure a high-quality handover in a follow-the-sun operations model. I would provide a concise written handover covering open incidents, affected destinations and suppliers, actions taken, routing changes, current metrics, pending escalations, owners, and next review times. I would highlight risks that need immediate monitoring and ensure links to dashboards or tickets are available. For critical issues, I would also conduct a direct verbal handoff to confirm shared understanding. Which voice-routing metrics would you use to identify a quality issue, and how would you interpret them? I would monitor ASR, NER, MOS, PDD, call failure codes, and traffic volume trends. A falling ASR or NER can suggest carrier failures, blocking, or configuration issues, while increased PDD may indicate signaling or capacity problems. I would compare the affected route with historical performance and alternate carriers, then investigate SIP signaling and supplier status before changing routing or escalating. Next step ## Apply now. Follow the employer’s application method and review Jobicy’s safety guidance before sharing personal information. 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