Routing Engineer

Summary Business messaging is a rapidly growing industry. Telesign’s APIs connect some of the world’s largest brands with their consumers to deploy rapid and critical communication. The reliability of our messaging platform serves as a foundation for our customers’ mobile communication and operations. Our role in Messaging Operations is to proactively look at worldwide routing patterns, define the optimal routing profile per customer, monitor message delivery rates, and general connectivity performance across our many messaging paths. The ideal candidate must be able to connect the dots across disparate data points, troubleshoot, investigate, and use judgment while providing real-time support, detailed guidance, and recommendations to support our customer’s routing needs. You will work cross-functionally with various teams, including Carrier Partnerships, Service Quality, Consumer Trust and Enablement Team, Customer Success and Sales. You will work with an experienced international team dedicated to improving messaging performance and profiling our underlying interconnectivity based on quality vs. cost. The role is a critical position and strategic in refining Telesign’s Messaging Operational processes. With the strategy defined, this individual will identify bottlenecks, create documentation, and ultimately earn stakeholder buy-in. This role will primarily be staffed during core business hours, Monday through Friday, with the potential need to support outage events during the evenings and weekends. Responsibilities •Be an expert in Telesign’s underlying routing logic and vendor dependencies. •Advanced troubleshooting of message delivery and customer-based routing escalations. •Work with teams to proactively identify service-impacting issues at the correct aggregation level and adjust customer routing profiles to ensure continuous delivery. •Reactively work with our customer-facing teams on vendor-related customer escalations requiring routing-related remediation. •Monitor and analyze the quality of existing routes (e.g., deliverability, completion, and latency) and customer traffic (e.g., restricted destinations, peak traffic) while keeping QoS on expected levels. •Troubleshooting and working with suppliers on issues noticed related to latency or delivery. •Responsible for the entire technical aspect of new suppliers onboarding, working closely with the NOC team and System team. •Discover, test, and document features of providers and routes. •Keep operator data up to date. •Objectively define a baseline of routing-related processes and procurement procedures. •Identify processes in need of optimization or automation, be able to build a lightweight business case to obtain management buy-in, and assist with the implementation.