Job Application for Route Analyst at Twilio

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About us:

• Twilio is migrating the communications industry from its 150-year-old legacy in hardware to its future in software. With our cloud communications platform, we fundamentally change how businesses build solutions for their communications needs.
• Twilio has virtualized the entire telecommunications infrastructure stack into a set of streamlined cloud APIs, introducing agility, global reach and cost savings of flexible, multi-tenant cloud software to the traditionally expensive and slow moving field of telecommunications.
• Hundreds of thousands of developers have incorporated Twilio into their companies and products, deploying everything from complete call centers to work scheduling applications, from mobile marketing and lead management to tools that improve customer security.
• Our customers are the innovators you recognize and respect, from start-ups like Uber, Box and Airbnb, to the agile enterprises including Coca-Cola, the Home Depot, Alaska Airlines, Walmart and more.
• Come help us transform this 1.3 trillion dollar industry with the power and flexibility of software.

About the job:

• Twilio is seeking a routing analyst to perform tactical routing operations.
• Manage the daily backlog of rate and coverage changes.
• You will work with your counterparts at Twilio’s partners on quality and rate issues.
• Analyze carrier invoices and ensure they are accurate in conjuction with our Finance team.
• You will work with software engineers to create the tools necessary to automate and streamline our processes.
• You will monitor the market for price fluctuations and trend global prices for cost patterns.

Responsibilities:

• Maintain the global routing tables for Voice & SMS
• Work closely with your colleagues in Carrier Operations & Business Development to ensure quality and cost metrics are being met.
• Research changes to International & Domestic rate codes and dialing plan changes.
• Manage the daily backlog of rate and coverage changes.
• Take on routing improvement projects to streamline routing and cost savings.
• Analyze existing revenue/margin SMS & Voice costs.
• You will create and maintain detailed routing reports
• Twilio’s culture is highly collaborative and team-driven. You will be a member of a passionate, smart team that works together to ensure Twilio’s customers phone calls and messages always get connected at the highest quality.

Requirements:

• You have experience with telecom carrier rate decks, disputes, etc.
• 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 hit the ground running. You quickly learn and master every aspect of complicated systems.
• 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 telecom quality metrics.
• Understand the nuances of routing to maximize quality and cost.
• You can craft your own queries in SQL.
• You are an expert in MS Excel.

Bonus points:

• You are passionate about different types of quality metrics.
• You’ve created your own quality metrics.
• You are familiar with industry standard routing tools.
• You have the ability to work independently.

Perks:

• Competitive benefits, including medical, dental, vision, 401k and life insurance.
• An Amazon Kindle, $30/month to spend on books and a Twilio track jacket after demoing your first Twilio app in front of the company!
• Pre-tax commuter benefits.
• Catered lunches and a weekly team dinner featuring invited technology and entrepreneurial speakers.
• Excellent gear (we ❤ Apple computers and big monitors — two if you need 'em).
• A strong belief in life/work balance.

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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, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or Veteran status and operate in compliance with the San Francisco Fair Chance Ordinance.