As a SMS Network Operations Engineer (Strategic) 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.Beyond day-to-day troubleshooting, you act as a bridge between technical execution and business strategy. You will provide the "expert voice" to client stakeholders, ensuring the network isn't just stable, but strategically optimized for future growth and cost-efficiency.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.ScopeApplies company policies and procedures to resolve a variety of issuesWorks on problems of moderate scopeReceives general instructions on routine work and detailed instructions on new projectsRoles and ResponsibilitiesMaintain and optimize SMS routing strategies and define long-term roadmaps for routing efficiency to ensure optimal 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; define the "Gold Standard" for KPIs and operational excellence across the messaging ecosystem.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 positionRequired Qualifications/SkillsBachelor’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 experienceStrategic focus on client management, strategy, and business operationsWorking knowledge of Messaging Protocols like SMPP / SS7 / VPN / RCSWorking knowledge of Traffic Flows like P2P / A2P / P2A / OTP / Binary SMS / SMS Errors etcWorking knowledge or exposure to routing, switching, server operating systems, active directory, firewalls, wireless controllers, DNS, email, virtual machines and software applicationsUnderstanding of Traffic Quality KPIs ( Quality & Cost )Background in notifications, triage & troubleshooting issuesBuilds productive internal and external working relationshipsExercises judgment within defined procedures and practices to determine appropriate actionFamiliarity with content delivery networks and internet peering strategiesUnderstanding of server hardware technologies relative to content delivery performance and capacityExperience with with SQL Tables helpfulExperience in telecom Industry & Messaging ecosystems essential ( Partners, Carriers & Aggregators )Physical Demand & Work EnvironmentMust have the ability to perform office-related tasks which may include prolonged sitting or standingMust have the ability to move from place to place within an office environmentMust be able to use a computerMust have the ability to communicate effectivelySome positions may require occasional repetitive motion or movements of the wrists, hands, and/or fingers
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