At 8x8 Inc. [Nasdaq:EGHT] we put communications at the heart of our business and build technology that allows people to connect anytime, anywhere they are in the world, and on any device. XCaaS - the 8x8 Experience Communications Platform - brings together Employee and Customer Experience, enabling hybrid workforces across the globe to connect, collaborate, and delight customers, while providing businesses with real-time communications analytics, intelligence and unique insights.
Learn more on our company website at www.8x8.com follow our pages on LinkedIn, Twitter, Facebook and Instagram.
The Routing Specialist is mainly responsible for the curation, maintenance, analysis and adjustment of A2P SMS routes to achieve optimal quality and costs to meet the needs of our customers and will be based in our Manila Office.
The role will work closely with the Carrier Relations team as well as the Solutions and Operations teams internally, as well as the counterparts at the many partner organisations globally. This is a team contributor role, and would require at least 3 years’ experience working in a semi-technical field, and communicating with partners across different cultures.
Direct and relevant experience will be preferred. On the Job training will be provided for those with related but not direct experience.
Main Responsibilities
- Setting up and testing of routing plans to support different business use cases for customers.
- Monitoring and maintenance of the routes to ensure consistent and reliable delivery.
- Analysis of relevant performance indicators and costs to ensure optimal performance.
- Understanding the local and international rules and nuances of routing and delivery in assigned countries and regions to advise customers and operations when needed.
- Making timely adjustments to the routing to maintain the desired level of performance and profitability and to meet business goals.
- Assisting in escalation, investigation and troubleshooting of technical issues with partners as needed.
- Reporting or recommending changes and modifications to improve business and operations processes as needed.
- Working with Carrier Relations team to respond to Request for Proposals as needed;
Primary Focus
- Main focus of the role is to support strategic Enterprise Sales deals.
- To be main point of contact to Sales AM leading the deal, to understand the need and coordinate all teams/individuals in order to deliver what is necessary to onboard a client.
- To follow through onboarding phase all the way to successful production and monitor stabilisation period.
Requirements
- Experience in working in semi-technical routing and technical customer service.
- Familiar with the global A2P messaging ecosystem.
- A proactive team player, with excellent analytical and problem-solving skills, and an ability to work with cross-functional global teams.
- Hands-on doer; able to appreciate and balance the business and technical needs.
- Know how to forecast, analyse, and execute strategies in order to achieve goals.
- Possess good communication & interpersonal skills.
- Have a strong sense of responsibility, initiative and commitment.
- 3rd or Regional language skills would be an added advantage.
Qualifications
- Diploma or higher in a technical, engineering or IT field.
- Written and verbal fluency in English; fluency additional regional languages is advantageous
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