Technical Routing Analyst (Product Operations)

Why this role matters:

The Technical Routing & Quality team is focused on three key objectives: reducing technical debt, automating core business processes, and investing in growth areas such as Network APIs, RCS, and US direct connectivity. Operating through a follow-the-sun model, the team works closely with Carrier Partnerships, Product, and Engineering to deliver best-in-class routing services. Every OTP SMS, enterprise marketing message, and API-triggered communication relies on routing groups owned and maintained by this team. As a Technical Routing Analyst, you will be responsible for the day-to-day quality and cost performance of global SMS and voice routing, ensuring traffic is delivered reliably and efficiently while optimising margins.

Your key responsibilities:

• 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. 

What you'll bring

• Solid understanding of SMS routing fundamentals — SMPP protocol, DLR codes, encoding, conversion rates, and delivery ratio metrics 
• 5+ years of 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 

Experience we consider a plus:

• 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 

How you’ll benefit:

• Attractive Discretionary Time Off
• Private Medical Insurance with optional dependent coverage
• Educational Assistance Reimbursement Program
• Opportunities for reimbursement for conferences, trainings, and other personal development events
• Maternity and Paternity Leave
• Additional benefits and perks will be shared and discussed with you by the recruiter during the interview process