Senior Voice Routing Manager
Talk360
WorldwideremotePosted 4 days ago
Skill Required
Voice-Routing-ManagerCall-Quality-ManagerTelecommunications-ManagerTelecom-Operations-ManagementNetwork-Operations-ManagerSenior-VoIP-EngineerSenior-Telecommunications-Operations-ManagerVoice-Services-Program-ManagerVoIP-Systems-ManagertroubleshootinganalyticalautomationObservabilityEmbedded CTestNGdesignSparkCloudRustandGoFulltime
Key highlights
- Required: Experience with international A-Z calling and telco routing
- Benefit: €1,500 annual personal development budget
- Benefit: 25 vacation days
- Benefit: Work from another city/country up to 2 weeks per year
- Requirement: NOC or technical support background
Role overview
Talk360 is a global communications platform connecting over 500,000 callers across 190 countries and 36,000 calling corridors. The company has been profitable since 2025 and is expanding from its core B2C calling app into embedded B2B2C calling for partners, operating as a lean global team of around 30 people. The role focuses on owning call quality and routing holistically. The successful candidate will balance daily routing optimizations to ensure immediate call quality with long-term data analysis to identify systemic fixes, ensuring reliable emotional and business lifelines for users worldwide.
Responsibilities
- Own call quality holistically: hold the full picture of call quality end to end, working with the team on both the daily grind and the long-term view, moving fluidly between quick fixes and structured experiments.
- Manage zones, codes, and origins: own and continuously refine our zone, dialing code, and call origin management, keeping the underlying structure clean and accurate across all 900 zones.
- Update routing continuously: change routing several times a day, from immediate fixes to longer-running tests of new suppliers.
- Work cross-functionally by design: partner daily with Ozcan, who owns supplier account management and deal creation, and Mahmoud, who runs hourly monitoring and support-team escalations to suppliers. Work with Ewan on automating the processes behind routing, and with Product and CRM to improve the experience for our end users.
- Move routing toward automation: work toward (semi) automated routing and pricing, reducing how much of this still runs on manual, single-person work.
Requirements
- Hands-on experience with international A-Z calling and telco routing: zones, codes, LCR, and SIP response codes, built at a telco, carrier, or comms platform with real cross-border calling experience.
- NOC or technical support background: comfortable troubleshooting live voice traffic and reading call detail records and quality metrics like ASR and ACD.
- Exposure to a routing/testing platform such as iTest or an equivalent tool.
- Process driven and meticulous: you build the audit trail as you go, not after something goes wrong. You are methodical and analytical by nature, and you would rather have a clean, repeatable process than a clever one-off fix.
- Hands-on: you do the routing work yourself, day to day, not just direct others to do it.
- A strong communicator: equally at ease explaining a routing issue to Product or Marketing as debating a fix with a supplier's NOC team.
- Ownership without a script: you see a bottleneck and you fix it rather than wait to be asked.
- Genuinely commercial: you understand a dropped call or a bad route costs Talk360 real money and a real user's trust, not just an SLA breach.
Nice to have
- Familiarity with Digitalk Cloud Carrier (DCC), our current routing platform
- working technical literacy in SIP signalling and SBC concepts
Benefits
- €1,500 annual personal development budget, plus access to company-wide training sessions to keep learning and evolving.
- 25 vacation days
- Option to swap two public holidays per year for days that better reflect your culture or beliefs
- Recharge Fridays, unlocked when team targets are met
- Work from anywhere: encouragement to work from another city or country for up to 2 weeks per year
- Weekly team lunch every Thursday
- Regular team moments and outings
- Company laptop and all the tools you need to do your best work
- Monthly phone allowance and commuting allowance
- A collaborative environment where you can learn from others, take ownership, and contribute to a meaningful mission
Additional details
- Recruitment Process: Recruiter screening, Hiring manager screening with COO, Technical interview, Case study, Final interview with CEO.
- Company size: lean, around 30 people globally, spread across the Netherlands, South Africa, Nigeria, Suriname, Turkey, Egypt, Kenya, Ukraine, and beyond.
- Originally posted on Himalayas