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 Numbers Analyst to support the delivery and ongoing management of these Carrier Services & Engineering functions.
IF THIS SOUNDS LIKE YOU, CONTINUE READING BELOW… What you will do Perform number and short code provisioning and inventory restocking when requiredAssist with testing of new numbers and troubleshoot where neededProcess and implement new customer orders from the Sales team and customers directlySupport in issue resolution activities for our customersTake part in CPaaS CSP customer onboarding, testing and design activities as requiredCoordinate cross-functionally to ensure all stakeholders (e.g. support, legal, operations, sales) are kept informed and that carrier services are operating effectivelyMonitor carrier partner use to identify success and room for improvementManage day-to-day carrier partner relationships via regular meetings, QBRs, etc.Respond to audits and inquiries received by our regulatory bodiesCollaborate with internal team members to further automate operational tasksInitiate and manage number porting migration projectsAnalyse and monitor costs / quality of Vonage global numbers inventoryLiaise with sales, support or product team in specific projectsWhat you will bring An end to end perspective of delivering carrier and number services to CPaaS customersStrong analytical skills and strategic thinkingAbility to assimilate complex operational challengesAbility work across diverse teams, engage and deliverStrong analytical and decision-making skills that can be applied in a fast-moving environmentExcellent written and verbal communication skillsStrong client-focused attitude, with an enthusiastic and proactive natureExcellent attention to detail and the ability to manage multiple projects in a fast-paced environmentDemonstrate commitment to teamwork, and flexibility to get stuff doneRequired Ideally some experience of working within a contact centre/telco environment at any levelComfortable working in a distributed team with autonomySome understanding of telephony or messagingAdaptive communication skills, and a collaborative, cross functional working styleSelf-motivated and driven with strong multitasking and time management skillsAble to work collaboratively within different teams and with differing levels of senioritySelf-starting and able to self-manageIdeally experience using Zendesk and Atlassian Jira and ConfluenceIdeally experience using Google Workspace and Microsoft OfficeIdeally SQL experience using Kibana, Snowflake and mysql#LI-WW1
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