Messaging Operations Analyst

We strive to innovate and enhance our customers' ability to communicate within today's digital, cloud and real-time business environment. Our sales team is composed of highly-motivated, energetic and customer-focused Team Members that expand existing accounts/channels and find new clients for company products and services.

The Carrier Management Team, which sits within the Vonage API sales organisation, is responsible for driving the revenue and margin growth of the International Messaging business. The team supports one of the fastest growing CPaaS companies in the market, directly managing our OTT and wholesale customer base, whilst working closely with our Carrier and Enterprise sales teams to develop and implement regional strategy plans. 

As a high-growth team delivering over 100% growth in the last 2 years, expansion is needed to ensure continued success. We are seeking to recruit an experienced routing analyst to join the team. This position plays a key role in supporting Vonage's sms growth strategy, optimisation of the OTT and trading business, managing/ monitoring A2P/ P2P SMS traffic, providing network analysis, and delivering analysis and market intelligence to support key business decisions.

IF THIS SOUNDS LIKE YOU, CONTINUE READING BELOW…

• Quality and cost management - Routing optimisation, ensuring cost and quality delivery
• Traffic Analysis - Provide analysis and traffic profile insights into assigned target markets (on-net/ off-net/ international) to drive business decisions and propose strategies
• Market Intelligence - Supporting our regional sales and pricing teams with market information, trends and opportunities
• Alerts/Tickets - Working with internal or customers tickets and reacting to ad-hoc alerts by defining the problem, troubleshooting and providing solutions  
• Reporting - Creating and running reports for both monitoring daily KPIs and measuring  long-term business growth performance
• Analytics - Opportunity-hunting, traffic trending and tracking, to ensure growth and safeguard against churn. Working with large data sets to extract useful information for internal teams and/or customers
• Testing - Running manual / automated quality and penetration testing in assigned markets 
• Key Account support  - Troubleshooting of SMS issues and as well as building tailored solutions for key accounts
• Carrier support - Provide expert support to Trading/ Carrier team to assist with L2 escalation to suppliers including but not limited to troubleshooting of SMS delivery, sender name issues 
• Off-hours support - Provide support during regular/unscheduled maintenance, updates, upgrades for key supplier connections and escalation by key accounts

• Product knowledge - At least 3 years of experience in the SMS A2P market
• Advanced routing skills and experience in operational support to business teams
• Working experience with SMS Firewall is an advantage
• Ability to read and write in Indonesian (oral & written) is an advantage 
• Experience with Reporting, BI and data management tools such as Tableau, Kibana and SQL
• Good problem solving capabilities, proactive attitude, with a desire to make a difference
• A love for data, strong reporting and forecasting skills
• Passion about delivering excellence
• A customer-driven focus and flexibility in a fast-paced environment

In addition to providing exciting work, career advancement opportunities, and a collaborative work environment, Vonage provides competitive pay and benefits including unlimited discretionary time off and tuition reimbursement.

Note: The purpose of this profile is to provide a general summary of essential responsibilities for the position and is not meant as an exhaustive list. Assignments may differ for individuals within the same role based on business conditions, departmental need or geographic location.