Location : Bogotá, Colombia (Hybrid) Only resumes in English will be considered Telesign connects, protects and proactively defends companies, customers and the digital interactions between them. With powerful AI that delivers identity with speed, accuracy and global reach, we enable Continuous Trust. Empowering companies to transact, communicate and engage with their customers free of fear, Continuous Trust makes the promise of the digital economy possible. 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 judgement while providing real-time support, detailed guidance, and recommendations to support our customer’s routing needs. You will be working cross functionally with various teams including Carrier Partnerships, Service Quality, Business Enablement, and Customer Success. You will be working 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. Key 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 that require routing related remediation. ·Monitor and analyze 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. ·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. Essential Requirements ·Higher education Computer Science degree or equivalent on-the-job experience required. ·At least 1 year of experience working in the SMS industry is required. ·Fluent in English, verbal and written. ·Comfort speaking with all levels of the organization and acting as a subject matter expert for messaging operations bet practices, given industry requirements. ·Basic knowledge of SQL. ·Advanced knowledge of MS Excel (pivot tables, data visualization, and analysis). About Telesign: Telesign is proud to be an equal opportunity employer. We believe our differences help us create a better workplace, a better product, and a better community. We do not discriminate on the basis of race, color, ancestry, religion, national origin, marital status, pregnancy, sex, sexual orientation, gender, gender identity or expression, age, genetic information, disability, military or veteran status, or any other basis protected by federal, state or local law, ordinance or regulation. Telesign is an Affirmative Action Employer and as part of the commitment to AAP, it will seek to ensure affirmative action to provide equality of opportunity in all aspects of employment, and that all personnel activities, such as the recruitment selection, training, compensation, benefits, discipline, promotion, transfer, layoff and termination processes remain free of illegal discrimination and harassment based on protected characteristics. Telesign does not accept unsolicited resumes from individual recruiters or third party recruiting agencies in response to job postings. No fee will be paid to third parties who submit unsolicited candidates directly to our hiring managers or HR team.