Job Description
Join Vonage and help us innovate cloud communications for businesses worldwide!
Vonage Communications APIs:
As an emerging leader in the $10B+ communications API market, we empower global brands to connect better with their customers, employees, and partners through transformative communications experiences. For example, Vonage API solutions empower organizations to build their custom omnichannel communications structure. This allows them to reach and engage customers on their preferred schedule and channel — including voice, video, and messaging. Think of a rideshare service instantly connecting with customers, hospital staff conducting remote monitoring, customers verifying their identity before completing a purchase, AI virtual agents servicing customers around the clock, and much more.
Why this role matters:
The Identity & Numbering Analyst acts as a subject matter expert for our global registration operations, bridging the gap between our customers, engineering teams and carrier partners. You will play a critical role in navigating complex regulatory landscapes, optimising compliance workflows and serving as the primary escalation point for registration challenges to ensure our customers can operate seamlessly.
Your key responsibilities:
Manage the technical and administrative requirements for RCS brand onboarding, ensuring seamless integration with carrier ecosystems.
Coordinate registration workstreams across the full US messaging stack, including 10DLC (A2P), Toll-Free and Short Code campaigns.
Direct the submission, vetting and approval processes to minimize time-to-market while ensuring strict adherence to carrier guidelines and industry standards.
Manage day-to-day relationships with Tier 1 global carriers and aggregators, negotiating directly to resolve any vetting disputes.
Working closely with other Regional Specialists you will monitor and interpret evolving regulatory mandates to proactively update internal compliance standards.
Analyse operational data to identify rejection trends and drive automation initiatives that reduce manual processing time.
Contribute and maintain "Golden Standard" documentation for carrier requirements to ensure a single source of truth for cross-functional teams.
Collaborate with Sales and Product teams to streamline onboarding especially for high-value enterprise customers.
Mentor junior analysts, providing guidance on complex edge cases and maintaining quality standards across the team.
Lead operational reviews, using data to report on volume, timelines and vendor performance to leadership.
What you’ll bring:
Required:
3+ years of Operations experience in Telecom or CPaaS, with a specialized focus on the RCS (Rich Communication Services) ecosystem, including brand verification and RBM agent onboarding.
Deep expertise in US Carrier Operations and CTIA Messaging Principles, overseeing the end-to-end registration lifecycle for 10DLC, Toll-Free and Short Codes through manual and API-based network registration workflows.
Deep understanding of telephony ecosystem (A2P vs P2P) and regional regulations.
Demonstrated ability to work autonomously, investigate root causes and propose process improvements without waiting for direction.
Strong proficiency in data tools (Excel, Google Sheets) with the ability to handle large datasets; knowledge of SQL or JIRA is a plus.
Exceptional English communication skills, capable of summarising complex technical issues for stakeholders in APAC, EMEA and the US.
A resilient, problem-solving mindset, comfortable navigating ambiguity in a fast-paced regulatory environment.
Where you will work:
We are open to considering fully remote candidates located within Mexico.
Sponsorship is not available. Legal authorization to work in Mexico is required. We are unable to sponsor individuals for employment visas, now or in the future, for this job opening. #LI-HB
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.
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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.