Technical Routing Analyst at Vonage - Remote Mexico — Columbus
Traveler-Friendly Insight
This role follows a 24x5 follow-the-sun shift model, which means your schedule is tied to a rotating shift pattern with on-call responsibilities. For digital nomads, this is a significant constraint — you can't freely choose your working hours, and shift handovers require real-time coordination with regional peers across time zones.
Timezone flexibility is limited. Since this position is based in Mexico, you would be anchored to Central or similar Americas-adjacent time zones, limiting nomadic movement to roughly UTC-8 to UTC-5 without disrupting your shift schedule. Destinations in the Americas — such as Medellín (Colombia), Mexico City, or Buenos Aires — would be workable bases.
- Medellín, Colombia: Low cost of living (~$1,200–$1,800/month for a comfortable lifestyle), great coworking scene, UTC-5 — fits Americas shift windows well.
- Mexico City: Vibrant nomad hub, UTC-6, fully aligned with the expected shift zone. Pluxee Meal Card benefit may apply locally.
- Buenos Aires, Argentina: UTC-3, slightly outside the core window but still manageable for certain shift rotations.
No travel-specific perks (equipment stipend, coworking allowance) are explicitly mentioned. The on-call and rotating shift nature makes this role challenging for frequent travelers or those who change time zones regularly. It suits a semi-nomad with a stable base in Latin America more than a constant traveler.
Join Vonage and help us innovate cloud communications for businesses worldwide!
Vonage is a global cloud communications leader in the $100B+ CPaaS market. Customers including Airbnb, Snapchat, and thousands of enterprises depend on our APIs and SDKs to deliver SMS, voice, and messaging at scale. The Technical Routing & Quality team sits at the heart of this — owning the configuration and performance of every message and call that traverses the Vonage network.
Why This Role Matters
Every OTP SMS, enterprise marketing message, and API-triggered communication travels through routing groups owned and maintained by this team. As a Technical Routing Analyst, you will own the day-to-day quality and cost performance of global SMS and voice routing, ensuring traffic is delivered reliably, efficiently, and at the best possible margin.
What You Will Do
- Monitor and respond to quality alerts (SMSCR, DLR Success Ratio, Rejected/Undelivered, Queue, Bind-down) via Zendesk and Tableau, following established investigation processes
- Provide 24x5 follow-the-sun routing assurance coverage in rotation with regional peers
- Perform proactive quality assurance across SMS and voice destinations — identifying degraded suppliers and initiating route changes
- Manage country-level routing: evaluate supplier performance against cost and quality targets and implement tiered routing decisions
- Onboard and test new supplier connections (SMPP/MM4/MM7 protocols) in coordination with Connectivity Operations
- Identify and escalate carrier degradations, encoding errors, and throughput issues, coordinating resolution with CORT and suppliers
- Contribute to automation initiatives that improve supplier onboarding times, cost management, and quality alerting
- Participate in regional handover processes and maintain clear handover notes for the next-shift team
- Support the migration of SMS services from IBM Data Centres to AWS
What You Will Bring
- Solid understanding of SMS routing fundamentals — SMPP protocol, DLR codes, encoding, conversion rates, and delivery ratio metrics
- Experience working with carrier or telco routing systems and monitoring tools (e.g. Tableau, Zendesk, or equivalent)
- Analytical mindset with the ability to investigate degradation patterns, cross-reference data sources, and drive root-cause resolution
- Comfortable working in a fast-paced, 24x5 operational environment with on-call responsibilities
- Strong written and verbal communication skills; able to coordinate clearly across time zones with suppliers and internal stakeholders
- Experience collaborating cross-functionally with carrier, product, and engineering teams
Nice to Have
- Familiarity with voice routing metrics (ASR, NER, MOS, PDD) and SIP fundamentals
- Experience with ML-driven or algorithmic routing systems
- Knowledge of RCS, Network APIs, or US direct carrier connectivity
- Background in a CPaaS, wholesale telco, or carrier operations environment
About the Team
The Technical Routing & Quality team is focused on three objectives: reducing tech debt, automating the core business, and investing in growth areas such as Network APIs, RCS, and US direct connectivity. We operate a follow-the-sun model and work closely with Carrier Partnerships, Product, and Engineering to deliver best-in-class routing services.
How You Will Benefit
- Medical Insurance
- Group Life Insurance
- Meal Card (Pluxee Tienda Card)
- Volunteer Time (VTO)
- Ericsson Care Line
- Additional benefits and perks will be shared and discussed with you by the recruiter during the interview process
There's no perfect candidate. You don't need all the preferred qualifications to make a valuable impact on our team. Our employees and customers come from diverse backgrounds, so if you're passionate about what you could achieve at Vonage, we'd love to hear from you.
To learn how we process your personal data during the recruitment process, please refer to our Privacy Notice.
Who we are:
Vonage is a global cloud communications leader. Your talent will further help brands — such as Airbnb, Viber, WhatsApp, and Snapchat — accelerate their digital transformation through our fully programmable-based unified communications, contact center solutions, and communications APIs.
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.
Frequently Asked Questions
Is this role fully remote or office-based?
What does the 24x5 follow-the-sun model mean for my schedule?
What technical background is required for this role?
Is salary information available for this position?
What benefits does Vonage offer for this role in Mexico?
