Voice Operations Engineer

See yourself at Twilio

Join the team as Twilio’s next Voice Routing Analyst.

Who we are & why we’re hiring

Twilio powers real-time business communications and data solutions that help companies and developers worldwide build better applications and customer experiences.

 

Although we're headquartered in San Francisco, we have presence throughout South America, Europe, Asia and Australia. We're on a journey to becoming a global company that actively opposes racism and all forms of oppression and bias. At Twilio, we support diversity, equity & inclusion wherever we do business.

About the job

We are seeking a skilled Voice Routing Analyst to execute tactical routing operations, ensuring Twilio achieves the optimal balance between cost efficiency and exceptional service quality for Voice traffic. As part of the Voice Operations team, you will contribute to the design and management of our global voice routing architecture. Join our agile and collaborative team of connectivity experts, and work closely with partners from around the world to deliver seamless communication experiences.

 

Responsibilities

In this role, you’ll:

• Perform voice carrier route analysis and route testing

• Monitor, troubleshoot, and report on routing quality and service costs

• Optimize routing configurations to improve call quality, reduce costs, and meet financial targets

• Research and address changes to the U.S. domestic and international rate codes and dialing plans

• Analyze carrier invoices in collaboration with the Finance team to ensure accuracy

• Work with software engineers to define and develop tools to automate and streamline routing processes

• Maintain accurate and comprehensive internal documentation of routing processes

• Address complex routing and quality escalations from the Support team

• Create detailed requirements for product enhancements and feature requests

• Lead routing improvement projects to streamline operations and drive cost savings

 

Qualifications 

Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, and we encourage everyone who meets the required qualifications to apply. While having “desired” qualifications make for a strong candidate, we encourage applicants with alternative experiences to also apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!

 

Required:

• Telecom experience, with in-depth knowledge of the global telecom regulations and international voice market rates

• Hands-on routing experience and the ability to make intelligent routing decisions to optimize revenue and margin to hit financial targets

• Good understanding of telecom quality metrics

• Experience with telecom carrier rate decks, invoices, and handling disputes

• Familiarity with industry-standard routing tools

• Strong organizational, process-oriented mindset with the ability to prioritize and execute multiple projects simultaneously

• Ability to work independently and take ownership of responsibilities

• Expert-level proficiency in Microsoft Excel

• Passion for automating repetitive or manual tasks to improve efficiency

 

Desired:

• Ability to craft custom queries in SQL

• Experience with data visualization tools such as Tableau and Looker

• Familiarity with monitoring and analytics platforms like Datadog and Kibana

Location

This role will be remote and based in Colombia.

 

Travel 

We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings.

What We Offer

There are many benefits to working at Twilio, including, in addition to competitive pay, things like generous time-off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.

Twilio thinks big. Do you?

We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.

 

So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now!

 

If this role isn't what you're looking for, please consider other open positions.

 

Applications for this role are intended to be accepted until March 10, 2025 but may change based on business needs.