Carrier Operations Analyst

Summary

Join Vonage and contribute to innovating cloud communications for businesses globally. This Carrier Operations Analyst role supports the delivery and management of carrier services, including number provisioning, customer order processing, and issue resolution. You will collaborate with internal and external stakeholders to ensure effective service operation, monitor performance, and manage carrier partner relationships. The position involves working with various tools and technologies to improve operational efficiency and automation. This remote role is based in Mexico City and requires legal authorization to work in Mexico; sponsorship is not available.

Requirements

• Experience of working within a contact centre/telco environment at any level Ideally an end to end perspective of delivering carrier and number services to CPaaS customers
• Some understanding of telephony or messaging
• Self-motivated and comfortable working in a distributed team with autonomy
• Strong analytical skills and strategic thinking
• Strong client-focused attitude, with an enthusiastic and proactive nature
• Adaptive communication skills, and a collaborative, cross functional working style
• Excellent attention to detail and the ability to manage multiple projects in a fast-paced environment

Responsibilities

• Perform number and short code provisioning and inventory restocking when required
• Assist with testing of new numbers and troubleshoot where needed
• Process and implement new customer orders from the Sales team and customers directly
• Support in issue resolution activities for our customers
• Take part in CPaaS CSP customer onboarding, testing and design activities as required
• Coordinate cross-functionally to ensure all stakeholders (e.g. support, legal, operations, sales) are kept informed and that carrier services are operating effectively
• Monitor carrier partner use to identify success and room for improvement
• Manage day-to-day carrier partner relationships via regular meetings, QBRs, etc
• Respond to audits and inquiries received by our regulatory bodies
• Collaborate with internal team members to further automate operational tasks
• Initiate and manage number porting migration projects
• Analyse and monitor costs / quality of Vonage global numbers inventory
• Liaise with sales, support or product team in specific projects

Preferred Qualifications

• Ideally experience using tools such as Zendesk, Atlassian Jira or Confluence
• Ideally SQL experience using Kibana, Snowflake and mysql

Benefits

This position offers a remote work arrangement based out of Mexico City, Mexico