Technical Routing Analyst

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

📋 Description

• Oversee and react to quality alerts (SMSCR, DLR Success Ratio, Rejected/Undelivered, Queue, Bind-down) utilizing Zendesk and Tableau, adhering to established investigation protocols.

• Deliver 24x5 follow-the-sun routing assurance coverage in collaboration with regional colleagues.

• Conduct proactive quality assurance for SMS and voice destinations, pinpointing underperforming suppliers and initiating necessary route adjustments.

• Manage routing at the country level by assessing supplier performance against cost and quality benchmarks and implementing tiered routing strategies.

• Onboard and evaluate new supplier connections using SMPP/MM4/MM7 protocols in partnership with Connectivity Operations.

• Recognize and escalate carrier degradations, encoding issues, and throughput challenges, working towards resolution with CORT and suppliers.

• Contribute to automation efforts aimed at enhancing supplier onboarding times, optimizing cost management, and improving quality alert systems.

• Engage in regional handover processes and maintain comprehensive handover documentation for the succeeding team.

• Assist in the migration of SMS services from IBM Data Centres to AWS.

• Collaborate with Carrier Partnerships, Product, Engineering, CORT, suppliers, and regional peers.

⛳️ Requirements

• Strong understanding of SMS routing principles, including SMPP protocol, DLR codes, encoding, conversion rates, and delivery ratio metrics.

• Experience with carrier or telco routing systems and monitoring tools (e.g., Tableau, Zendesk, or similar platforms).

• Analytical mindset capable of investigating degradation trends, cross-referencing data sources, and driving root-cause analysis.

• Comfortable operating in a high-paced, 24x5 operational setting with on-call duties.

• Excellent written and verbal communication abilities; adept at coordinating across time zones with both suppliers and internal stakeholders.

• Proven ability to collaborate cross-functionally with carrier, product, and engineering teams.

• Familiarity with voice routing metrics (ASR, NER, MOS, PDD) and SIP fundamentals.

• Experience with machine learning-driven or algorithmic routing systems.

• Knowledge of RCS, Network APIs, or US direct carrier connectivity.

• Experience in a CPaaS, wholesale telco, or carrier operations environment.

🏝️ Benefits

• Medical Insurance

• Group Life Insurance

• Meal Card (Pluxee Tienda Card)

• Volunteer Time Off (VTO)

• Ericsson Care Line

• Additional benefits and perks will be shared and discussed with you by the recruiter during the interview process.