Routing Specialist

3 days ago

Singapore 8x8, Inc. Full time

As an industry leader and Software-as-a-Service provider our mission at 8x8, Inc. (Nasdaq:EGHT) is to transform the future of business communications. The 8x8 Open Communications Platform (TM) uniquely brings together Voice, Video, Collaboration, Contact Center, and enterprise-class API solutions, helping businesses across the globe transform their customer and employee experience, and empowering workforces worldwide to work smarter.

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.

The specialist will work closely with the Carrier Relations team and the Solutions and Operations teams internally, as well as the counterparts across partner organisations globally.

Direct and relevant experience will be preferred. However, on the Job training will be provided for those with related but not direct background.

**Primary Focus**:

- support strategic Enterprise Sales deals.
- be the main point of contact to Sales AM leading the deal
- to understand the needs and coordinate all teams/individuals to deliver successful onboarding of clients
- to follow through onboarding phase all the way to successful production and to monitor stabilisation period.

**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

**Requirements**:

- Experience working in semi-technical routing and technical customer service.
- Knowledge of global A2P messaging ecosystem.
- A pro-active team player, with excellent analytical and problem-solving skills, and an ability to work with cross-functional global teams.
- A hands-on doer; able to appreciate and balance the business and technical needs.
- Demonstrated ability to forecast, analyse, and execute strategies in order to achieve goals.
- Possess good communication & interpersonal skills.
- Has 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.

8x8 is proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.

For 8x8 jobs located in the US: 8x8 participates in the E-Verify program.
- View the Participant Poster in English | Español.
- View the Right to Work Poster in English | Español.

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