Twilio
Optimize global voice routing operations at Twilio by analyzing routes, troubleshooting issues, and collaborating with teams to improve efficiency and reduce costs. Work on monitoring service quality, developing automation tools, and driving cost savings.
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Twilio
Twilio is seeking a Voice Routing Analyst to optimize voice routing operations globally. The role involves analyzing routes, troubleshooting issues, optimizing configurations, and collaborating with teams to improve efficiency and reduce costs. Key responsibilities include monitoring service quality, researching rate changes, working with finance on invoices, developing tools for automation, maintaining documentation, addressing escalations, leading improvement projects, and driving cost savings. Required skills include telecom experience, routing expertise, understanding of telecom metrics, familiarity with rate decks, strong organizational abilities, Excel proficiency, and a passion for automation. Desired skills include SQL, data visualization tools, and monitoring platforms. The role offers competitive pay, generous time-off, healthcare, and retirement benefits. This is a remote position based in Colombia with occasional travel required.
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.
