Carrier Operations Analyst

Join Vonage and help us innovate cloud communications for businesses worldwide!

Vonage Carrier Services & Engineering Mission:

Vonage Carrier Management Team (CMT): To deliver quality end-to-end carrier services enabling the success of our SMS and Voice Operations across the company. The CMT Operations, which sits within the Vonage API sales organisation, is responsible for driving the revenue and margin growth of the international messaging and voice business. The team supports one of the fastest growing CPaaS companies in the market, providing administrative support, data analysis and reporting, business process improvement and knowledge management whilst working closely with our Carrier and Enterprise sales teams to develop and implement regional strategy.

Why this role matters:

Since the acquisition of Vonage by Ericsson, new opportunities and project focus have presented themselves, with the CPaaS reselling product being one of those. This new product will bring CSP (Carriage Service Providers) customers into using our CPaaS products and reselling them to their customers. We will need to support any changes to costs and pricing and add new reporting metrics into our internal platforms, to enable the smooth delivery of the growing portfolio of CPaaS products and reconciliation with carriers.

You will support Vonage by working with existing and new carriers in collaboration with our internal teams to help close, support and drive the associated revenue, whilst keeping the CPaaS reselling projects moving forward and on track.

The Carrier Operations Analyst II works with cross-functional teams on a variety of operations-related projects, gaining valuable professional experience with multiple and varied business scenarios.

Your key responsibilities:

• Perform day-to-day communication with carriers and local partners regarding disputes and cost alignment.
• Engage with team members, technical and business colleagues to ensure correct costings and pricing; working to maintain Vonage’s aggressive cost base.
• Analyse invoices from carrier partners and reconcile against our usage records and databases.
• Work to ensure correct amounts are paid to carriers.
• Investigate disputes against incorrect invoices.
• Maintain records of invoice discrepancies.

• Support team projects to analyse and evaluate carrier / infrastructure changes – new market entrants, new service arrangements, third-party company changes, etc. – and how these might impact service and cost arrangements.
• Collaborate closely with the BI team to identify areas for improvement in current reporting. This may include identifying new metrics to track, developing new reports, or improving existing reports to include changing needs relating to our growing CPaaS onboarding.
• To escalate invoice issues that need to be addressed by higher management.
• To work closely with the Carrier Management and Carrier Account Manager Teams to ensure we work with carriers in a partnership and address cost issues professionally. 
• Generate regular reports related to CPaaS cost services. These reports will include data related to usage, costs, and any other relevant metrics. The candidate will work closely with the BI team to ensure that these reports are accurate, timely, and easy to understand.

What you'll bring:

• Knowledge of essential telecommunications areas of service, invoicing cycles and cost structure.
• Excellent mathematics and numerical skills; ideally with a Finance bias.
• Excellent communication skills, including writing, speaking and listening. This includes business communication to outside partners and providers.
• Strong analytical, problem solving, organizational and interpersonal skills.
• The ability to build reports in our BI systems and to create SQL (beginner) queries.
• Ability to:
• Multitask, work under pressure and meet tight deadlines.
• Interact and communicate with all levels of staff in both business and technical areas.
• Understand the full range of contract management obligations, including term definition, negotiation, change management and ongoing performance evaluation.
• Learn new systems and procedures quickly.

What's required for application:

• Bachelor’s Degree in Business, Information Systems or related field.
• Prior experience (1-2 years) in accounts reconciliation and Financial Management, Business Analysis or related position.

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.
• Hybrid work.
• Kafeteria.

#LI-MW1

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.

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.