Fraud Investigation Analyst

Trust & Safety Team Mission:

Trust & Safety is a shared-service team responsible for the proactive and reactive monitoring of our telecommunication services (messaging and voice traffic) to protect Vonage its customers and downstream partners from abuse fraud and service degradation. This includes real-time fraud detection alert response account blocking traffic analysis and investigation of both internal escalations and external carrier disputes.

Operating as a dedicated fraud center of excellence the team plays a critical role in reducing financial loss maintaining trusted carrier relationships and ensuring regulatory alignment. Trust & Safety is also responsible for producing actionable insights that inform network protections account remediation and internal fraud policy improvements. The team partners closely with Sales Security Legal Customer Success Carrier Partnerships and Engineering to mitigate threats and reduce friction for legitimate traffic.

The team operates 24/7/365 using layered defense mechanisms and tiered response teams to ensure timely intervention and thorough investigation of fraud and abuse patterns across the messaging and voice ecosystem.

Why this role matters:

The Fraud Investigation Analyst is a key position in Vonage’s fight against fraud by protecting our customers from abuse taking down fraudsters and ensuring the profitability of the company. The duties of the role include identifying and qualifying new strategic anti-fraud initiatives to detect and prevent fraudulent transactions and behaviour. You will be confident in proactively initiating new investigations evidence gathering communicating effectively with other areas of the business to recover losses and obtaining support from product and engineering teams to deliver the improvements and technologies required to detect and prevent these problems up front.

Your key responsibilities:

• Proactively detect investigate and prioritize fraud incidents across Vonage’s communication platforms

• Monitor customer accounts and traffic usage to identity anomalies suspicious behavior and emerging fraud patterns

• Conduct deep dive analysis and make actionable recommendations to support fraud prevention detection and mitigation strategies

• Research and validate suspected cases of traffic abuse account compromise or policy violations

• Collaborate with cross-functional teams (products engineering compliance customer support) to strengthen fraud controls and prevent recurrence

• Provide timely incident response for urgent fraud activity ensuring rapid containment and effective communication to stakeholders

• Sharing fraud insights and trends with leadership to inform strategy and improve customer trust

What you’ll bring:

Required:

• 5+ years of experience in telecommunications fraud investigation (SMS Voice) or high-tech/transaction-heavy industries (telco fintech)

• Degree-level education or equivalent professional experience in fraud risk or data-related fields

• Strong expertise in fraud prevention methodologies and regulatory practices including AML KYC and transaction monitoring

• Hands-on experience with fraud detection platforms SQL Excel and data analytics tools; familiarity with AI/ML-based detection solutions

• Proven track record of analyzing large complex datasets and delivering actionable recommendations

• Strong written and verbal communication skills

• Ability to work one day each weekend (Saturday or Sunday) as contractually agreed

What we consider a plus:

• Strong organizational and multitasking skills with excellent attention to detail

• Effective stakeholder management with the ability to influence cross-functionals partners and present findings clearly to both technical and business audiences

• Experience working in distributed global teams and adapting to a dynamic fast-paced environment

Where you will work:

We are open to considering fully remote candidates located within Mexico.

Sponsorship is not available. Legal authorization to work in the USA is required. We are unable to sponsor individuals for employment visas now or in the future for this job opening.

When you will work:

• Required to work one day each weekend (Saturday or Sunday) as part of a fixed schedule

• Standard workweek: Tuesday to Saturday or Sunday to Thursday

• Flexibility to adjust hours occasionally to support urgent fraud investigations or global team collaboration (in rare circumstance this may include night shifts) #LI-HB