Routing & Quality Senior Advisor

  • Client Operations
  • Amman, Jordan

Routing & Quality Senior Advisor

Job description

Communication is our business!

unifonic provides solutions for better customer engagement through a cloud-based platform. We empower businesses to engage with their people through a variety of channels, making their communication conversational, more personalized, fun, meaningful, and with ease.

Delivery Principle: With our leading solutions, 99.9 % service availability, and excellent 24/7 support, we provide the best customer experience!

Routing & Quality Senior Advisor

The Routing and Quality Senior Advisor is handling daily traffic management, monitoring the quality of service, and ensuring alignment with the company’s strategy and goals; providing customers with unifonic’s outstanding service performance. The responsibilities of the Routing & Quality Senior Advisor include but are not limited to:

  • Build routes and manage incidents.

  • Optimize testing process and test unifonic routes.

  • Maintain and manage Quality of Service.

  • Customer onboarding [Route testing].

  • Manage provider’s connectivity.

  • Root cause analysis for delivery issues.

  • Monitor live traffic.

  • Monitor routes quality reference on live delivery.

  • Proactive quality improvement measures.

  • Monitor strategic customers traffic, ensure delivery and quality of service.

  • Monitor Spam/Fraud and take the needed actions.

  • Liaise with providers regarding quality issues.

  • Cost analysis/Revenue assurance.

  • Market insights.

Requirements

Job requirements:
  • Hands-on 3+ years of experience in the tech/telecom industry.
  • Bachelor's degree in Computer Engineering, Software Engineering, or other IT-related field.
  • ITIL Foundation Certified.

  • Basic understanding of Telecommunications.

  • Basic understanding of voice quality metrics (ASR, NER, MOS, etc.) or SMS (CR%, DLR, etc).

  • Excellent written and verbal communication skills.

  • Excellent in GSuite (Gmail, GDocs, GSheets, GSlides, etc).

  • Experience in Reporting/BI Tools such as Tableau, and Kibana, as well as project management software like JIRA and Confluence.

  • Fluent in English and Arabic with excellent writing/editing and verbal communication skills.