Voice Engineer II / SMS Network Engineer

Voice Engineer II / SMS Network Engineer

As a SMS Network Engineer  you will be focused on resolving Quality of Service (QoS) and Quality of Experience (QoE) to increase team capacity and performance to better meet the organization’s messaging business requirements.   By partnering with both internal and external teams, you will implement proactive measures, identify service impacting issues and introduce standards of excellence which will support a world-class messaging infrastructure through a  complex mesh of Carriers, Partners and Aggregators worldwide providing SMS/MMS/RCS services for P2P/A2P and P2A flows. 

Scope: 

• Applies company policies and procedures to resolve a variety of issues

• Works on problems of moderate scope

• Receives general instructions on routine work and detailed instructions on new projects

Roles and Responsibilities:

• Maintain and optimize SMS routing strategies to ensure efficient message delivery, minimize latency, and enhance overall QoS.

• Perform various integration efforts between roaming vendors and foreign carriers to meet business needs.

• Manage the scheduling, scope, or deployment methods of proposed changes to minimize service interruption and potential risk.

• Implement procedures and best practices to proactively test Routing services utilizing established KPIs.

• Review and analyze root cause analyses provided by the vendor after impacting events.

• Monitor and analyze SMS traffic to identify and resolve performance issues, potential abuse, and factors affecting QoE.

• Conduct thorough abuse reviews to ensure compliance with industry regulations and company policies, while minimizing impact on legitimate user experience.

• Troubleshoot complex messaging issues across various network technologies (CDMA, GSM, LTE), with a focus on identifying and resolving issues impacting QoS and QoE.

• Ensure compliance with GSMA, ITU, 3GPP, and IEEE standards as they relate to messaging, and their impact on QoS and QoE.

• Collaborate with cross-functional teams to address messaging related issues, with a focus on improving user experience and service quality.

• Assist with the development, testing, and integration of tools related to routing testing/monitoring.

• Host recurring meetings to review performance, discuss roadmaps and monitor other ad-hoc activities.

• Other duties as required. This list is not meant to be a comprehensive inventory of all responsibilities assigned to this position

Required Qualifications/Skills:

• Bachelor’s degree (B.S/B.A) from four-college or university and 2 to 5 years’ related experience and/or training; or equivalent combination of education and experience 

• Working knowledge of Messaging Protocols like SMPP / SS7 / VPN / RCS

• Working knowledge of Traffic Flows like P2P / A2P / P2A / OTP / Binary SMS / SMS Errors etc

• Working knowledge or exposure to routing, switching, server operating systems, active directory, firewalls, wireless controllers, DNS, email, virtual machines and software applications

• Understanding of  Traffic Quality KPIs ( Quality & Cost )

• Background in notifications , triage & troubleshooting issues

• Builds productive internal and external working relationships

• Exercises judgment within defined procedures and practices to determine appropriate action

• Familiarity with content delivery networks and internet peering strategies

• Understanding of server hardware technologies relative to content delivery performance and capacity

• Experience with with SQL Tables helpful

• Experience in telecom Industry & Messaging ecosystems essential ( Partners, Carriers & Aggregators )

Physical Demand & Work Environment:

• Must have the ability to perform office-related tasks which may include prolonged sitting or standing

• Must have the ability to move from place to place within an office environment

• Must be able to use a computer

• Must have the ability to communicate effectively 

• Some positions may require occasional repetitive motion or movements of the wrists, hands, and/or fingers