Voice Operations Engineer (L2)

Summary

Join Twilio as our next Voice Routing Analyst and contribute to the design and management of our global voice routing architecture. You will execute tactical routing operations, ensuring optimal cost efficiency and service quality for voice traffic. Working within our Voice Operations team, you will collaborate with global partners to deliver seamless communication experiences. This role involves analyzing carrier routes, optimizing configurations, troubleshooting issues, and collaborating with various teams. You will also create documentation, address escalations, and lead improvement projects. The position is remote and based in Colombia.

Requirements

• Telecom experience, with in-depth knowledge of the global telecom regulations and international voice market rates
• Hands-on routing experience and the ability to make intelligent routing decisions to optimize revenue and margin to hit financial targets
• Good understanding of telecom quality metrics
• Experience with telecom carrier rate decks, invoices, and handling disputes
• Familiarity with industry-standard routing tools
• Strong organizational, process-oriented mindset with the ability to prioritize and execute multiple projects simultaneously
• Ability to work independently and take ownership of responsibilities
• Expert-level proficiency in Microsoft Excel
• Passion for automating repetitive or manual tasks to improve efficiency

Responsibilities

• Perform voice carrier route analysis and route testing
• Monitor, troubleshoot, and report on routing quality and service costs
• Optimize routing configurations to improve call quality, reduce costs, and meet financial targets
• Research and address changes to the U.S. domestic and international rate codes and dialing plans
• Analyze carrier invoices in collaboration with the Finance team to ensure accuracy
• Work with software engineers to define and develop tools to automate and streamline routing processes
• Maintain accurate and comprehensive internal documentation of routing processes
• Address complex routing and quality escalations from the Support team
• Create detailed requirements for product enhancements and feature requests
• Lead routing improvement projects to streamline operations and drive cost savings

Preferred Qualifications

• Ability to craft custom queries in SQL
• Experience with data visualization tools such as Tableau and Looker
• Familiarity with monitoring and analytics platforms like Datadog and Kibana

Benefits

• Competitive pay
• Generous time-off
• Ample parental and wellness leave
• Healthcare
• A retirement savings program