Director of Carrier Operations

Convoso•Los Angeles, CA

2d•Hybrid

About The Position

We are a fast-growing SaaS company that provides cutting-edge customer engagement solutions for SMB and Mid-market clients. Our platform relies heavily on reliable, scalable, and compliant outbound calling. To support our growth, we are seeking an experienced Director of Carrier Operations to lead and manage our Carriers Operations team while driving operational excellence across processes, performance metrics, and analytics. The Director of Carrier Operations will be responsible for leading a team that manages carrier relationships, call routing, compliance, and performance for outbound voice traffic. This role requires deep technical knowledge of SIP, VoIP, and telecom routing, as well as strong leadership and vendor management skills. The ideal candidate has experience working in SaaS, CPaaS, or telecom environments and can balance day-to-day operations with long-term strategic planning.

Requirements

5+ years of experience in carrier management teams, telecom operations, or voice infrastructure in a SaaS, CPaaS, or telecom company.
2+ years of people management experience leading technical or operational teams.
Leadership experience in managing and scaling carrier relations teams while ensuring cross functional collaboration with technical, compliance, and customer success teams.
Proven experience in telecommunications, carrier management, or vendor relations within an outbound contact center, CCaaS, or VoIP environment.
Strong understanding of the challenges and requirements of managing telco carriers for large scale outbound contact centers, with expertise in:
SIP (Session Initiation Protocol)
Least Cost Routing (LCR)
SBCs (Session Border Controllers)
SIP Trunking
Call Detail Records (CDR) Analysis
ASR (Answer-Seizure Ratio) and ACD (Average Call Duration) Metrics o Codec Optimization (e.g., G.711, G.729) o Egress/Ingress Routing and Packet Loss Compensation Algorithms
Excellent negotiation skills, with a track record of securing favorable agreements that support both business goals and customer needs.
Familiarity with compliance frameworks including STIR/SHAKEN, TCPA, and international calling rules.
Experience managing carrier contracts, costs, and SLAs.
Excellent problem-solving and troubleshooting skills with real-time voice traffic.
Strong vendor management and negotiation skills.

Nice To Haves

Bachelor’s degree in telecommunications, business, or a related field.
Direct experience working with outbound-focused contact center technologies, with expertise in:
SIP INVITE/REGISTER Message Analysis
SIP Trunk Capacity Planning o Call Admission Control (CAC) o VoIP Infrastructure Load Balancing
Familiarity with key regulations affecting outbound calls, including TCPA and STIR/SHAKEN.

Responsibilities

Team Leadership: Manage and mentor the Carrier Operations team, setting goals, providing coaching, and fostering a culture of accountability and continuous improvement.
Carrier Management: Build and maintain relationships with telecom carriers, negotiate contracts, manage SLAs, and ensure cost-effective, high-quality service.
Routing & Performance Optimization: Oversee call routing strategies, carrier selection, and load balancing to maximize call completion rates, reduce costs, and improve customer experience.
Compliance & Risk Management: In partnership with our head of compliance, ensure outbound calling activities comply with FCC, TCPA, STIR/SHAKEN, and other telecom regulations. Stay ahead of evolving compliance requirements.
Monitoring & Incident Management: Implement monitoring tools, dashboards, and escalation processes to quickly identify and resolve call quality, routing, or carrier issues.
Cross-Functional Collaboration: Partner with Engineering, Product, Compliance and Customer Success teams to support product initiatives and customer needs that rely on outbound calling.
Reporting & Analytics: Provide regular reporting on carrier performance KPIs, costs, and call quality metrics to leadership. Identify trends and recommend improvements.
Scalability & Innovation: Drive initiatives to scale outbound calling infrastructure, evaluate new carriers and technologies, and explore innovations such as AI-powered call routing.
Manage and lead a team of experienced carrier operations engineers.
Develop and implement a strategic approach to carrier partnerships that addresses the specific needs of our outbound contact center platform.
Ensure carrier agreements and services support the scalability and performance needs of our CCaaS platform.
Manage relationships with VoIP telco carriers to ensure they meet the needs of our platform, particularly for large-scale outbound contact center operations.
Negotiate carrier contracts to secure cost-effective, scalable solutions that ensure high quality call routing and service reliability.
Evaluate and onboard new carriers, particularly those capable of supporting the technical and operational requirements of outbound contact centers.
Partner with our accounting team to validate accuracy of carrier bills and help enforce financial controls, while reducing any liabilities.
Monitor and optimize carrier performance, ensuring quality, reliability, and effective service delivery for outbound calls.
Act as the primary escalation point for carrier-related issues impacting call performance, ensuring quick resolution to maintain service continuity.
Collaborate with internal teams to ensure carrier services integrate seamlessly with our platform’s features, including call routing, network reliability, and call quality metrics.
Partner with the engineering team to ensure the integration with our carrier services in the back-end ensures cost efficient operations.
Work with the Compliance team to ensure customer compliance by managing regulatory adherence, safeguarding data privacy, and enforcing industry standards across carrier services, while developing and overseeing policies and audits to maintain legal and contractual obligations. Advise on compliance risks related to client-originated traffic that may impact vendors and the company.
Partner with the Compliance team to respond to external regulatory agency inquiries.
Identify opportunities to enhance outbound call routing and carrier performance through innovative technologies and partnerships that improve call completion rates and cost efficiency.
Inform the business of relevant industry developments, including regulatory changes such as STIR/SHAKEN and TCPA, to ensure our carrier strategies remain forward-looking and adaptive.
Work closely with product teams to integrate carrier services that support our platform’s features, including advanced dialing capabilities and efficient call management.
Manage and develop the Carrier Relations team, setting clear goals, responsibilities, and expectations aligned with company objectives.
Establish and refine processes to ensure consistency, scalability, and operational efficiency across all team activities.
Define and track KPIs for both individual and team performance, using data and analytics to drive accountability and continuous improvement.
Leverage analytics to monitor carrier performance trends, identify areas for process optimization, and proactively address potential issues.
Provide coaching, mentoring, and ongoing feedback to team members to support professional growth and strengthen overall team capabilities.
Foster a culture of collaboration, innovation, and excellence, ensuring the team consistently delivers high-quality results.

Benefits

Competitive compensation package
Stock options
100% covered premiums for employees; Medical, Dental, Basic life insurance, Long term disability
Affordable Vision plan and optional FSA
PTO, Paid Sick Time, Holidays, Bereavement time, Parental Leave
Your birthday off
401k program with generous company match
No cost Employee Assistance Program and Travel Assistance
Monthly Gym membership reimbursement
Monthly credits toward food & beverage
Company Outings
On and offsite team building events
Paid training for departments
Apple laptop (most roles)
And a team of highly experienced and kind colleagues!