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Routing & Quality Analyst

Egypt, Al Qāhirah, CairoCustomer Experience & Operations

Job description

Unifonic is a customer engagement platform that enables organizations to delight customers with remarkable omnichannel experiences. By unifying communication channels, messaging apps, and chatbots, Unifonic streamlines conversations at every touchpoint throughout the customer journey.


Routing & Quality Analyst:

The Operations team is looking for a Routing and Quality Analyst at Unifonic,  in this role, 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.  The successful candidate 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. The responsibilities of the Routing & Quality Analyst include but are not limited to:

  • Collect pricing updates from international suppliers and upload them into our system for accuracy in accounting.
  • Administer the company testing tools, conduct manual and scheduled testing on a regular basis and update the routing based on the results to guarantee service availability.
  • Establish and maintain relationships with new and existing international Tier II suppliers in key destinations and lead discussions with regard to quality, capacity, route features, and pricing negotiation.
  • Identify opportunities for margin growth and negotiate with Tier II suppliers for competitive pricing & quality.
  • Support internal stakeholders (Sales & Carrier Relations Teams) in new potential deals.
  • Perform 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.
  • Handle the relationship with new and existing MNP providers and perform routing reviews and updates for cost and quality optimization.
  • Analyze numbering plan updates and upload them into our system on a regular basis to improve our SMS delivery accuracy.
  • Build and maintain profitable and stable routing to international key destinations and create custom routing configurations for specific clients.
  • Perform recurrent analysis of cost vs revenue and apply route changes and negotiations when necessary to upscale the profitability of the Company.
  • Support internal teams in reconciling invoices with Carrier Operators and Service Providers.
  • Identify gaps and/or issues in the routing process and drive the conversations with internal teams (product & engineering) on the permanent solutions and enhancements.
  • Perform traffic monitoring through reporting and analytical tools to maximize performance and strengthen the relationship with our client's network.
  • Test and qualify new and existing routes and update the Company’s coverage features on a regular basis.
  • Create and maintain Network/Routing Profiles with primary and backup routes for all destinations and ensure service availability.
  • Manage routes with different costs, quality, and supported features.
  • Troubleshoot live incidents & tickets and report quality issues to the service providers.
  • Detect and resolve live concerns/issues proactively.
  • Troubleshoot, analyze and resolve quality and routing tickets within the established SLA.
  • Lead an own initiatives focused on enhancing the monitoring and quality measurement systems and tools including but not limited to admin new and existing tools such as DataDog, Kibana, and quality dashboards.
  • Administer the routing module and set up automatic queueing failover thresholds and traffic balancing to leverage the capacity allocated by the service providers and optimize the quality delivered to our customers.
  • Perform a clean-up of the routing rules on a regular basis to eliminate any possible duplications or rules that are not in use.

Job requirements

Requirements and qualifications:

  • hands-on 3+ years of experience in the SMS A2P industry and in-depth understanding of the SMS routing duties.
  • Proven experience working in routing or product analysis, product operations, and/or similar roles.
  • 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 SMS Testing tools and reporting tools such as Kibana and Tableau is a plus.
  • Experience with using pipeline tools like JIRA, Confluence, and Freshdesk.
  • Bachelor’s degree in IT, engineering, or similar discipline.

Personal Skills:

  • High analytical and problem-solving mindset
  • Ability to multi-task, and take ownership of interrelated projects
  • Strong verbal and written communication skills in the English language
  • Self-motivated person and able to work with minimal supervision
Egypt, Al Qāhirah, Cairo
Customer Experience & Operations

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