Senior Voice Routing Specialist

Talk360

2d • Remote

About The Position

Talk360 is seeking a Senior Voice Routing Specialist to take end-to-end ownership of call quality and routing across its international calling service. The service connects more than 500,000 callers across 190 countries, spanning 36,000 calling corridors and more than 100 million calling minutes. The role combines hands-on daily routing work to address immediate quality issues with analysis and structured experiments to identify and resolve longer-term trends. It also involves keeping zone, dialing-code, and call-origin data accurate across 900 zones, while navigating the quality, legal, and regulatory differences between calling corridors.

The specialist will work closely with supplier account management, monitoring and support, automation, Product, and CRM colleagues. A key objective is to move routing and pricing toward semi-automated processes and reduce reliance on manual, single-person work. The role is remote and offers scope to make decisions and improve processes in a lean, globally distributed company.

Requirements

• Hands-on experience with international A-Z calling and telco routing, including zones, dialing codes, LCR, and SIP response codes, gained at a telco, carrier, or communications platform with cross-border calling.
• NOC or technical support background, with comfort troubleshooting live voice traffic and interpreting call detail records and quality metrics such as ASR and ACD.
• Exposure to a routing and testing platform such as iTest or an equivalent tool.
• Process-driven and meticulous, with the ability to maintain an audit trail and build clean, repeatable processes.
• Methodical and analytical approach to troubleshooting and routing work.
• Hands-on approach to performing routing work directly.
• Strong communication skills for explaining issues to Product or Marketing and discussing fixes with supplier NOC teams.
• Ability to identify bottlenecks and take ownership of resolving them.
• Commercial awareness of the financial and customer-trust impact of dropped calls and poor routing.

Nice To Haves

• Familiarity with Digitalk Cloud Carrier (DCC), Talk360's current routing platform.
• Working technical literacy in SIP signalling and SBC concepts.

Responsibilities

• Own call quality end to end, balancing daily issue resolution with longer-term analysis and structured experiments.
• Manage and continuously refine zones, dialing codes, and call origins, maintaining accurate underlying data across 900 zones.
• Update routing multiple times a day, including immediate fixes and longer-running tests of new suppliers.
• Work daily with the supplier account management owner and the colleague responsible for hourly monitoring and supplier escalations.
• Collaborate on automating processes behind routing and work with Product and CRM to improve the end-user experience.
• Help move routing and pricing toward semi-automated processes and reduce manual, single-person work.
• Troubleshoot live voice traffic and use call detail records and quality metrics to assess service.

Benefits

• €1,500 annual personal development budget and access to company-wide training sessions.
• 25 vacation days.
• Option to swap two public holidays per year for days that better reflect the employee's culture or beliefs.
• Recharge Fridays when team targets are met.
• Opportunity to work from another city or country for up to two weeks per year.
• Weekly team lunch every Thursday and regular team moments and outings.
• Company laptop and tools needed for the role.
• Monthly phone allowance and commuting allowance.
• Collaborative environment with opportunities to learn, take ownership, and contribute to the company's mission.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed