SMS Operations & Routing Engineer - Super Network

Because you belong at Twilio

The Who, What, Why and Where

Twilio is looking for an SMS Routing Specialist to join our Messaging Operations team, to perform tactical routing operations to ensure that Twilio provide the highest quality of service for SMS traffic while maximising cost effectiveness. The right candidate will be passionate about serving customers and have deep A2P SMS domain knowledge and experience.

Who?

Twilio is looking for a results oriented individual who is motivated to tackle complex problems, has a “can do” attitude, is passionate about messaging and metrics, and is willing to go above and beyond to help our customers.

• 4+ years previous experience in an analytical/routing or NOC role for A2P SMS
• A2P SMS experience and knowledge
• Minimum Bsc Degree
• Deep understanding of A2P SMS regulations and restrictions globally
• Experience in complex troubleshooting and resolve critical or escalated technical issues
• You're a process-savvy “people” person who learns fast and thinks on your feet.
• Your colleagues believe in your commitment to building a culture of continuous operational improvements.
• You're thorough, organized, and process-oriented to the extreme. You’re an expert at prioritizing and executing multiple projects simultaneously.
• You have experience working on high-end products and services and know how to reduce the stress of Customers regarding their high-dollar, business-critical investments.
• Your modus operandi is making metrics-driven decisions.
• You understand SMS quality metrics around delivery rate, conversion rates, latency
• Understand the nuances of routing to maximize quality and cost.
• Project Management experience a distinct advantage

What?

As an Operations & Routing Engineer, you will: 

• create, maintain and own Twilio’s global SMS routing products
• be responsible for SMS delivery quality optimisation
• work with a global team of telco experts responsible for Twilio’s global SMS routing, route analysis, route testing, monitoring, troubleshooting and reporting on routing quality and service costs.
• manage real-time monitoring and alerting on SMS deliverability for Twilio’s various Global routing products
• analyze, identify and implement commercial routing opportunities
• troubleshoot quality issues with Twilio’s large network of partners
• monitor and react to daily cost, volume and quality fluctuations
• work with software engineers to generate product requirements for further automation and streamlining of operational processes
• test and ramp-up new suppliers
• Own and maintain internal and customer facing knowledge bases
• be a domain level expert and point of contact for Sales, Support and technical teams at Twilio.
• handle escalations from first and second line teams on technical issues affecting route performance and delivery for Twilio SMS traffic
• escalate issues with our carrier partners to solve immediate problems while building relationships with them to improve the service they offer
• Participation in on-call rotations to support customers, which may include occasional after hours, weekends and shift work.

Why?

The Messaging Operations team is central to Twilio's continued growth. We have complete ownership of Twilio’s routing strategy and work closely with senior leadership and product teams to continue to deliver best in class SMS deliverability. We lead all aspects of SMS Operations including routing, monitoring, alerting, cost reduction that drive the reliability of our SMS offering and revenue and volume growth and have a significant impact on the overall direction of the company.

Twilio is a company that is empowering the world’s developers with modern communication in order to build better applications. Twilio is truly unique; we are a company committed to your growth, your learning, your development, and your entire employee experience.  We only win when our employees succeed and we're dedicated to helping you develop your strengths. We invest in weeks dedicated to tackling hard problems and creating your own ideas. We have a cultural foundation built on diversity, inclusion, and innovation and we want you and your ideas to thrive at Twilio.

Where?

This position will be located in one of our Global offices. You will enjoy our office perks: catered meals, snacks, game room, ergonomic desks, massages, Wednesday dinners, bi-weekly All Hands and more. What you will also get to experience is a company that believes in small teams for maximum impact; seeks well-rounded talent to ensure a full perspective on our customers’ experience,  understands that this is a marathon, not a sprint; that continuously and purposefully builds an inclusive culture where everyone is able to do and be the best version of themselves.

About us:

Millions of developers around the world have used Twilio to unlock the magic of communications to improve any human experience. Twilio has democratized communications channels like voice, text, chat, video and email by virtualizing the world’s communications infrastructure through APIs that are simple enough for any developer to use, yet robust enough to power the world’s most demanding applications. By making communications a part of every software developer's toolkit, Twilio is enabling innovators across every industry — from emerging leaders to the world’s largest organizations — to reinvent how companies engage with their customers.

Twilio is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal opportunity regardless of race, color, ancestry, religion, gender, gender identity, parental or pregnancy status, national origin, sexual orientation, age, citizenship, marital status, disability, or Veteran status and operate in compliance with the San Francisco Fair Chance Ordinance.