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Vonage Trust & Safety Team Mission
Trust & Safety is a shared-service team responsible for the proactive and reactive monitoring of our telecommunication services (messaging and voice traffic) to protect Vonage, its customers, and downstream partners from abuse, fraud, and service degradation. This includes real-time fraud detection, alert response, account blocking, traffic analysis, and investigation of both internal escalations and external carrier disputes.Operating as a dedicated fraud center of excellence, the team plays a critical role in reducing financial loss, maintaining trusted carrier relationships, and ensuring regulatory alignment. Trust & Safety is also responsible for producing actionable insights that inform network protections, account remediation, and internal fraud policy improvements. The team partners closely with Sales, Security, Legal, Customer Success, Carrier Partnerships, and Engineering to mitigate threats and reduce friction for legitimate traffic.The team operates 24/7/365, using layered defense mechanisms and tiered response teams to ensure timely intervention and thorough investigation of fraud and abuse patterns across the messaging and voice ecosystem.
Why This Role Matters
The Fraud Investigation Analyst is a key position in Vonage’s fight against fraud by protecting our customers from abuse, taking down fraudsters and ensuring the profitability of the company. The duties of the role include identifying and qualifying new strategic anti-fraud initiatives to detect and prevent fraudulent transactions and behaviour. You will be confident in proactively initiating new investigations, evidence gathering, communicating effectively with other areas of the business to recover losses, and obtaining support from product and engineering teams to deliver the improvements and technologies required to detect and prevent these problems up front.
Schedule
- Required to work one day each weekend (Saturday or Sunday) as part of a fixed schedule
- Standard workweek: Tuesday to Saturday, or Sunday to Thursday
- Flexibility to adjust hours occasionally to support urgent fraud investigations or global team collaboration (in rare circumstance this may include night shifts)
Key Responsibilities
- Proactively detect, investigate and prioritize fraud incidents across Vonage’s communication platforms
- Monitor customer accounts and traffic usage to identity anomalies, suspicious behavior, and emerging fraud patterns
- Conduct deep dive analysis and make actionable recommendations to support fraud prevention, detection, and mitigation strategies
- Research and validate suspected cases of traffic abuse, account compromise, or policy violations
- Collaborate with cross-functional teams (products, engineering, compliance, customer support) to strengthen fraud controls and prevent recurrence
- Provide timely incident response for urgent fraud activity, ensuring rapid containment and effective communication to stakeholders
- Sharing fraud insights and trends with leadership to inform strategy and improve customer trust
What You Will Bring
- 5+ years of experience in telecommunications fraud investigation (SMS, Voice) or high-tech/transaction-heavy industries (telco, fintech)
- Degree-level education or equivalent professional experience in fraud, risk, or data-related fields
- Strong expertise in fraud prevention methodologies and regulatory practices, including AML, KYC, and transaction monitoring
- Hands-on experience with fraud detection platforms, SQL, Excel, and data analytics tools; familiarity with AI/ML-based detection solutions
- Proven track record of analyzing large, complex datasets and delivering actionable recommendations
- Strong organizational and multitasking skills with excellent attention to detail
- Effective stakeholder management, with the ability to influence cross-functionals partners and present findings clearly to both technical and business audiences
- Experience working in distributed, global teams and adapting to a dynamic, fast-paced environment
- Strong written and verbal communication skills
- Ability to work one day each weekend (Saturday or Sunday), as contractually agreed.
How You’ll Benefit
- Discretionary Time Off.
- Private Medical Insurance with optional dependent coverage.
- Educational Assistance Reimbursement Program.
- Opportunities for reimbursement for conferences, trainings, and other personal development events
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
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Who We Are
Vonage is a global cloud communications leader. And 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. Ready to innovate? Then join us today.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.
