Operations Analyst

Vonage Mission

Vonage is the emerging leader in the $100B+ cloud communications platform (CPaaS) market. Customers like Airbnb, Viber, Whatsapp, Snapchat, and many others depend on our APIs and SDKs to connect with their customers all over the world.

As businesses continue to shift to a real-time, customer-centric communications model, we are experiencing a time of impressive growth.

Why this role matters

The Carrier Operations Administrator role is part of a new team supporting our Technical Operations Services 24x7. This position offers a unique opportunity to collaborate with cross-functional teams on a variety of operational projects, gaining valuable professional experience across multiple business scenarios.

As a key member of the team, the Carrier Operations Administrator will be expected to take ownership of critical operational processes and manage issues with greater autonomy, particularly during off-peak hours. This role will require a proactive, solutions-oriented individual capable of driving resolutions with minimal supervision.

What you'll bring

As a Intermediate 24/7 shift role, the Carrier Operations Administrator will be responsible for the following core functions:

• Number Provisioning Management: Ensure the accurate and timely handling of number provisioning issues, with autonomy to make key decisions.
• 24x7 Engineering Response Leadership: Act as the lead point of contact during off-hours for technical engineering queries and incident investigation, coordinating with cross-functional teams as needed.

• Content Monitoring: Overseeing the monitoring of content to ensure compliance with operational standards for 10DLC.

• Escalation Management and Communication: Serve as the escalation liaison for operational issues, driving communication and resolution independently, particularly outside of core hours.
• Data Trend Analysis and Advanced Reporting: Analyze and interpret operational data to identify trends, produce insightful reports, and recommend improvements to optimize operational performance.
• Alert Response: Act as the primary responder to operational alerts during non-standard hours, managing and resolving some alerts independently, and escalating when appropriate.
• Fraud Investigation and Prevention: Lead basic investigations into potential fraud cases, take decisive actions such as suspensions or blocks, and implement fraud prevention measures.

• Carrier Communications Entry Point: Serving as the first point of contact for carrier-related communication.

The successful candidate will work closely with the fraud team, provisioning team, and the wider operations team to ensure smooth and effective service delivery across all operational areas.

What's required for application

• Strong ability to work in a fast-paced, 24/7 shift environment.
• Excellent communication and coordination skills, especially in cross-functional team settings.
• An understanding of basic fraud prevention and investigation techniques.
• Proficiency in data analysis and reporting.
• Strong problem-solving skills and the ability to handle operational alerts and escalations effectively.
• A willingness to work collaboratively with technical and non-technical teams.
• Knowledge of 10DLC, TFN or other registration processes.
• A knowledge of anti-fraud techniques and associated practices (AML, KYC)

This role is ideal for someone looking to grow their career in telecommunications operations while

What's in it for you

In addition to providing exciting work, career advancement opportunities, and a collaborative work environment, Vonage provides competitive pay and benefits including unlimited discretionary time off and tuition reimbursement.

Important note: we don't offer B2B contract 

Note: The purpose of this profile is to provide a general summary of essential responsibilities for the position and is not meant as an exhaustive list. Assignments may differ for individuals within the same role based on business conditions, departmental need or geographic location.

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