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Message Routing Technical Support Analyst


2 weeks ago

Job type: Full-time

Hiring from: USA Only

Category: Customer Service

As an industry leader and Software-as-a-Service provider our mission at 8x8, Inc. (NYSE: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.
For additional information, visit, or follow 8x8 on LinkedIn, Twitter, and Facebook.
MUST have A2P messaging knowledge.
We will be considering Remote / Work from Home candidates based anywhere in the United States. Headquarters is in California.
Be sure your related A2P SMS experience is clearly noted / highlighted in your resume/ application. We understand this responsibility can look different at different companies and want to be sure we clearly understand your experience.
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 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 or CPaaS Technical Support, 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. 

  • 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;

  • You have 3+ years of experience, of which at least 2 years is in working in semi-technical routing and technical customer service.
  • You know the global A2P messaging ecosystem.
  • You are a pro-active team player, with excellent analytical and problem-solving skills, and an ability to work with cross-functional global teams.
  • You are a hands-on doer; able to appreciate and balance the business and technical needs.
  • You know how to forecast, analyse, and execute strategies in order to achieve goals.
  • You possess good communication & interpersonal skills.
  • You have a strong sense of responsibility, initiative and commitment.
  • 3rd or Regional language skills would be an added advantage but not required.

  • Diploma or higher in a technical, engineering or IT field.
  • Written and verbal fluency in English.
Be sure your related A2P SMS experience is clearly noted in your resume/ application.
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.
We also provide reasonable accommodation to individuals with disabilities in accordance with applicable laws.  Learn more or email us at [email protected] (Include “Reasonable Accommodation” in the subject line)
For European Job Applicants our Job Applicant Privacy Notice can be found here.

Before you apply, please check if any restrictions apply in terms of time zone or country.

This job has a geo-restriction in place: USA Only.

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