Routing and Quality Analyst

Proudly voted a Great Place to Work®, we are a dynamic startup in the SaaS space that is revolutionizing the way businesses communicate. Our team is made up of 500 energetic and passionate Unifones who are dedicated to delivering the best possible experience to 5000+ customer-centric companies.

We pride ourselves on our fun and collaborative work environment, where creativity and new ideas are constantly encouraged. As shareholders in the business, we’re so much more than a group of passionate communicators. We are Unifones. Join our team and be a part of something big!

Meet the team!

At Unifonic, our Marketing Operations team is dedicated to ensuring our clients have the best experience possible. Our dynamic and energetic team is the main point of contact for our customers and plays a critical role in fostering long-lasting relationships. We work closely with our clients to understand their needs and help them fully utilize our services to achieve their business goals. With a passion for customer service and a can-do attitude, you'll thrive in this fast-paced and ever-changing environment.

As a Routing and Quality Analyst, you will help the company to level up the delivery performance of our SMS operation by driving the cost vs. quality initiatives. You will collaborate with internal and external stakeholders on new potential deals and execute routing strategies to maximize the profitability of the Company. You will be responsible for developing new opportunities, identifying/solving potential existing margin gaps and quality issues, and monitoring our SMS traffic to deliver the highest performance to our customers.

Help us shape the future of communications by:

• Performing analysis and troubleshooting of success ratio, delivery rates, delivery delays, and quality in general throughout alarms, scheduled testing, and live traffic monitoring through analytical tools to maximize performance and strengthen the relationship with our customers’ network.
• Creating and maintaining Network/Routing Profiles with primary and backup routes for all destinations to ensure service availability and optimize cost and quality.
• Troubleshooting, analyzing, and resolving incidents & tier II tickets within the established SLA and managing escalations with our service providers.
• Troubleshooting network and application issues through wireshark and other tools.
• Administrating the company SMS testing tools, conducting manual and scheduled testing on a regular basis to categorize new and existing routes, and updating the routing based on the results to guarantee service availability.
• Collecting pricing updates from international suppliers and uploading them into our system for accuracy in accounting.
• Handling technical conversations with new and existing international service providers & operators in key destinations and lead discussions related to quality, capacity, route features, and coverage.
• Collecting and analyzing numbering plan updates and uploading them into our system on a regular basis to improve our SMS delivery accuracy.
• Identifying opportunities for margin growth and leading conversations with cross-functional teams to obtain competitive pricing & quality.
• Identifying gaps and/or issues in the routing life cycle and driving the conversations with internal teams (product & engineering) on the permanent solutions and enhancements.
• Leading and owning initiatives focused on enhancing the monitoring and quality measurement systems and tools including but not limited to admin new and existing tools such as Grafana, Kibana, and Tableau.
• Performing a clean-up of the routing rules on a regular basis to eliminate any possible duplications or rules that are not in use.

What you will bring:

• Hands-on 3+ years of experience in the SMS A2P industry and an in-depth understanding of the SMS NOC/routing duties.
• Proven experience working in SMS Routing or SMS NOC positions.
• Deep knowledge and understanding of the SMS protocols and SMS route types and features.
• Comfortable manipulating and analyzing large data sets through Microsoft Excel, Google Sheets, and/or other analytical tools.
• A basic understanding of number portability and management of numbering plans worldwide is a plus.
• Experience with using pipeline tools like JIRA, Confluence, and Freshdesk.
• Experience with using SMS Testing tools such as TelQ, Testelium, Texter, etc. and reporting tools such as Kibana and Tableau are a plus.
• High analytical and problem-solving mindset.
• Ability to multi-task, and take ownership of interrelated projects.
• Self-motivated person and able to work with minimal supervision.
• Bachelor’s degree in IT, electronic engineering, or similar discipline.
• Strong verbal and written communication skills in the English language.

As a Unifone you will receive a range of benefits:

• Competitive salary and bonus.

• Unifonic share scheme (we are all owners!).

• 30 holiday days after the first anniversary.

• Your Birthday off!

• Spend up to 10 weeks per year working from anywhere in the world!

• Paid leave for new parents.

• LinkedIn learning license.