Senior Routing, Call Quality Specialist

This is a fully remote position, open to applicants in Netherlands.

📋 Description

• Take comprehensive ownership of call quality throughout the entire calling experience.

• Balance daily operations related to call quality with long-term analysis and structured experiments.

• Oversee and continuously improve zones, dialing codes, and call origins across 900 zones.

• Regularly update routing, including immediate fixes and extended supplier testing multiple times a day.

• Collaborate with supplier account management and escalation functions of the support team.

• Work alongside Ewan to automate routing processes.

• Partner with Product and CRM teams to enhance the end-user experience.

• Transition routing and pricing towards semi-automated or fully automated processes.

• Ensure that underlying routing structures and audit trails remain clean and accurate.

⛳️ Requirements

• Practical experience with international A-Z calling and telecommunications routing, including zones, codes, LCR, and SIP response codes.

• Background gained in a telco, carrier, or communications platform with real cross-border calling expertise.

• Experience in NOC or technical support roles.

• Capability to troubleshoot live voice traffic and analyze call detail records and quality metrics such as ASR and ACD.

• Familiarity with a routing/testing platform such as iTest or a similar tool.

• Knowledge of Digitalk Cloud Carrier (DCC) is advantageous.

• Technical understanding of SIP signaling and SBC concepts is a plus.

• A process-driven, meticulous, methodical, and analytical mindset.

• Hands-on approach to managing routing tasks on a daily basis.

• Ability to communicate routing issues to Product or Marketing teams and discuss solutions with a supplier's NOC team.

• A proactive ownership mindset to resolve bottlenecks effectively.

• Commercial awareness of the financial and user-trust implications of dropped calls and subpar routes.

🏝️ Benefits

• €1,500 annual personal development budget.

• Access to company-wide training sessions.

• 25 vacation days.

• Option to exchange two public holidays each year for days that better align with your culture or beliefs.

• Recharge Fridays when team targets are achieved.

• Opportunity to work from another city or country for up to 2 weeks annually.

• Weekly team lunch every Thursday.

• Regular team bonding activities and outings.

• Company laptop and all necessary tools to excel in your role.

• Monthly phone allowance.

• Commuting allowance.

• Collaborative environment with opportunities for learning, ownership, and contributing to a meaningful mission.