Identity & Numbering Operations Analyst

Vonage Carrier Services & Engineering Mission: To deliver quality end-to-end carrier services, enabling the success of our SMS and Voice Operations across the company. This means delivering numbers and associated services for Vonage Number Inventory, API, Contact Center, and other businesses, helping Vonage emerge as a leader in the $100B+ cloud communications platform market. As businesses continue to shift to a real-time, customer-centric communications model, we are experiencing a time of impressive growth.

Why this role matters:

Vonage works with both carrier partners and has acquired licences to operate as a carrier or as a service provider in several countries, enabling the delivery of a growing portfolio of Carrier Services to our global customer base.

You will support Vonage to increase the impact and performance of these carrier services (numbers, short codes, CPaaS reselling), working closely with our various carrier partners in collaboration with our internal teams to help close, support, and drive revenue. Vonage is seeking to recruit a Numbers Analyst to support the delivery and ongoing management of these Carrier Services & Engineering functions.

IF THIS SOUNDS LIKE YOU, CONTINUE READING BELOW

What you will do

• Perform number and short code provisioning, as well as inventory restocking as needed


• Assist with testing and troubleshooting of newly provisioned numbers to ensure functionality


• Process and implement new customer orders, whether submitted via the Sales team or directly by customers


• Support customer issue resolution activities to maintain high service standards


• Participate in CPaaS CSP onboarding, testing and service design initiatives


• Coordinate with cross-functional teams (e.g. Support, Legal, Operations, Sales) to ensure effective communication and service continuity


• Contribute to technical day-to-day relationships with carrier partners


• Respond to audits and regulatory inquiries in coordination with compliance teams


• Collaborate with internal stakeholders to drive automation and streamline operational workflows

What you will bring

• Prior experience within a telecoms or contact centre environment at any level


• Comfortable working autonomously within remote teams


• Some knowledge of telephony or messaging technologies


• Adaptive communicator, able to collaborate across functions and with stakeholders at all levels


• Self-motivated and highly organised with strong multitasking and time management skills


• Confident operating independently and managing own workload

Experience (ideal but not essential) with:

• Zendesk, Atlassian Jira, and Confluence


• Google Workspace and Microsoft Office


• SQL and data tools such as Kibana, Snowflake and MySQL

How you ll benefit:

• Attractive 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


• Maternity and Paternity Leave


• Ask recruiter for country specific information

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.

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