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.
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.