Number Operations Analyst 

Vonage Business Operations Mission

We enable Vonage’s operational scale and reliability through strong governance, data-driven decision-making, and deep functional expertise. Our focus is on building sustainable operations that support global growth and a high-quality customer experience.

Why this role matters

Numbering resources are foundational to our products, customer experience, and regulatory compliance. With licences to operate across multiple countries and partnerships with global carriers, we ensure the right numbers are available in the right locations at the right time — and efficiently managed throughout their lifecycle.

This role consists of managing the number inventory and associated operations (number provisioning and testing, regulatory compliance, Know Your Customer (KYC) processing, all porting aspects, migrations, troubleshooting, optimisation and automation).

What you will do

• Provisioning: Manage end-to-end number provisioning, including complex KYC/identity verification for restricted markets. Process and validate customer orders across all Vonage application businesses, ensuring successful service enablement through testing.
• Line Number Porting (LNP): Execute number porting projects for customers and internally, navigating specific porting complexities and validation rules. Handle port out processing and escalations in adherence to regulatory lead times.
• Inventory Management: In addition to number inventory status maintenance, perform regular cleansing projects of the inventory to increase accuracy, integrity and reduce costs. 
• Regulatory Compliance: With engagement from our regulatory teams, you will support audits from regional bodies and help measure and adapt existing and future service offerings to remain compliant.
• Migrations: When required, scope, analyse and submit back office migration or LNP tasks to consolidate, diversify, improve quality or generate cost savings.
• Troubleshooting: Help solve customer number reachability issues, incorrect spam tagging, debugging SIP signaling or CLID display problems etc, when needed. 
• Optimisation and Automation: Collaborate with internal team members to further streamline, enhance and automate operational tasks.

What you will bring

• Industry Experience: Proven background in Telecoms or CCaaS, specifically handling number provisioning and/or LNP.
• Technical Awareness: Familiarity with SIP, VoIP, and legacy PSTN nuances.
• Tooling: Advanced Excel skills (large datasets), experience with ticketing/CRM systems (e.g. Jira, Zendesk, Salesforce), and familiarity with data tools such as SQL, Snowflake, or Kibana.

Soft Skills: 

• High attention to detail, particularly in data and document handling
• Strong analytical and problem-solving skills
• Self-motivated with excellent time management and ability to manage competing priorities
• Comfortable working independently and managing operational queues
• Confident communicator across cross-functional teams
• Fluent English

#LI-MB2

Job Summary 

We help customers meet their business communication needs through the successful delivery of Vonage’s entire portfolio of Contact Center (CCaaS) and Unified Communications (UCaaS) solutions. Our customers demand exceptional experiences with products and services delivered on time, within budget and in line with technical, operational and functional expectations. Our job is to ensure this happens through the application of customer, business, technical and service understanding that orchestrates a high-complexity technical deployment across a unified approach.

As the leader of the Professional Services team, you will oversee the successful launch of UC and CC services, championing the technical synergy between our communication platforms and our customers' CRM environments to deliver a fully integrated, world-class user experience.You will oversee the delivery of seamless UCaaS/CCaaS-to-CRM workflows, ensuring that our services are configured to optimize customer support and sales operations. This role requires a deep understanding of Computer Telephony Integration (CTI), data synchronization, and the technical mapping required to integrate with CRM records.

Essential Job Functions

• Technical Integration Oversight: Lead the implementation of Vonage Contact Center services. Ensure team members correctly configure the Call Center Platform, and Data Adapters.
• Architectural Guidance: Serve as the technical authority for the team when mapping Vonage CCaaS features (IVR, Omni-channel routing, and Queue management) to CRMs.
• Operational Engineering: Identify technical bottlenecks in the integration process. Develop and standardize reproducible implementation templates to reduce "Time-to-Revenue" for customers integrations.
• Team Technical Development: Conduct configuration reviews and mentor staff on the technical nuances of Vonage solutions, ensuring the team stays current on Vonage product updates.
• Cross-Functional Technical Liaison: Partner with Product and Engineering to provide feedback on the Vonage Platform issues, reporting bugs or feature requests identified during customer deployments.

Requirements

• Experience: 3+ years of leadership in a technical implementation, CCaaS, or SaaS consulting environment.
• Domain Expertise: Expert-level understanding of CCaaS/UCaaS ecosystems and their technical relationship with CRM platforms.
• Technical Proficiency: Understanding of APIs (REST/SOAP), webhooks, and how they facilitate real-time data exchange between communication platforms and CRMs.
• Problem Solving: Proven ability to troubleshoot network latency, browser-based CTI issues, logic and permissions impacting service delivery.

Education: Bachelor’s degree in CS, IT, or equivalent experience. Salesforce Certified Administrator or ServiceNow Certified Admin certifications are highly preferred.

#LI-MB2

Our Applications business unit focuses on delivering a suite of advanced communication tools designed to enhance customer engagement. From cloud contact centers to feature-rich unified communications solutions, our Applications team is dedicated to providing businesses with the tools they need to streamline operations and improve customer experiences.

Vonage Professional Services Mission:

We help customers succeed through the successful delivery of our entire portfolio of solutions. Our customers expect products and services to arrive on time, within budget and in line with technical, operational and functional expectations. Our job is to make sure this happens. We apply customer, business, technical and service understanding to orchestrate a holistic and unified company approach to developing and delivering what our customers need and expect. We integrate Vonage capabilities with customer requirements and work with them to install, configure, educate and train. Their success is our success.

Why this role matters:

We’re looking for a talented Professional Services Consultant to deliver outstanding client solutions. Your role will include scoping client requirements, uncovering what customer experience problems need solving, and managing multiple project delivery with the added opportunity of global travel.

The primary role of the Professional Services Consultant is to provide solution implementation services, integration development, training, and associated consulting. Given the nature of the job, the Consultant must be able to work both independently and in a team. The successful PS Consultant will quickly inspire the customer’s confidence in Vonage's services and solutions through his/her product knowledge, applications expertise, creativity, integrity, responsiveness, and effective communication. 

Your key responsibilities:

Directing early solution consideration around gaps/risks, including the effective engagement of executives, Sales, Development, and Product Management.

• Actively contribute to broader goals and growth beyond the scope of a single project by building relationships with both internal and external clients.
• Create, review and manage project direction, approach and key deliverables. Provide guidance to the client in making the right choice.
• Lead and direct the project implementation activities with a goal of maximizing the customer’s learning and ownership of the various tasks.
• Lead major portions of large or medium engagements and lead small engagements autonomously.
• Deployment of NVM/Vonage network monitoring tools onto a customer network to measure VOIP attributes such as latency, jitter and packet loss.
• Audit of the customers environment to ensure that it can meet all the Vonage technical prerequisites and support the NVM/Vonage solution.
• Troubleshoot and resolve Network and Telephony settings as required.
• Perform remote and on-site application configuration and support, including activities such as implementation of new features, system upgrades or migrations, implementation of real-time and historical reporting, or Salesforce.com configuration.
• Identify and proactively manage key risk areas.
• Perform application discoveries, solution design, and product configuration to customer specific requirements.
• Train customers in the use of product.
• Recognize opportunities for Vonage to expand its presence in targeted markets and communicate sales leads to the appropriate account management.
• Performance of all duties to maximize client satisfaction and growth of business by generating client-billable activities and achieving a target utilization levels.
• Continually grow your value by increasing your skills, knowledge and ability in leading edge technologies consistent with our business focus.

What you'll bring:

• The ability to perform in a fast pace environment and possess the organizational skills to manage multiple projects with tight deadlines effectively. 
• Strong analytical and decision-making skills that can be applied in a fast moving environment.
• Excellent written and verbal communication skills.
• Superior presentation and facilitation skills. Proven ability to train customers in software applications.
• Keen to work in a client-focused environment.
• Ability to work effectively as a team member, taking direction when necessary
• Willingness to keep management appraised of potential areas of concern, escalating when necessary
• Ability to complete administrative tasks consistently and on time
• Driver’s license and be willing and able to travel at short notice.

Required:

• Experience of working as an implementation consultant deploying software solutions
• Experience operating in a professional services capacity, ideally serving clients directly.
• Knowledge of Contact Center Software such as Automatic Call Distribution, Call Recording, Management Reporting and Workforce Management 
• Salesforce CRM, Contact Center Operations, Cloud technologies, SaaS solutions, VoIP.

How you’ll benefit:

• Private Medical Insurance, Dental Cover, Group Pension Plan, Group Income Protection, Group Life Insurance, Unlimited DTO.
• Additional benefits and perks will be shared and discussed with you by the recruiter during the interview process

#LI-MB2

About Vonage AI

At Vonage AI, we help businesses worldwide connect with their customers more effectively—without compromising on service quality. Our team designs and delivers intelligent Virtual Agents (text and voice) across multiple channels and industries, creating seamless, personalized, and engaging customer experiences.

We’re looking for an AI Conversation Designer—a creative, curious, and people-oriented professional—to join our global Conversation Design team. This role is ideal for someone who enjoys blending language, UX thinking, and technology to solve real-world communication challenges.

Why this role matters: 

As a Conversation Designer, you’ll be responsible for designing the user experience of Virtual Agents and working directly with clients to deliver end-to-end projects. You’ll help clients and partners understand conversational AI capabilities, identify valuable use cases, design Virtual Agents, deploy solutions using Vonage AI Studio, and support projects throughout their lifecycle.

This role combines creative copywriting, conversational UX, and technical problem-solving. Your work will impact millions of customer interactions every day, and you’ll have the opportunity to work in a fast-growing field at the intersection of design, language, and AI.

Your key responsibilities: 

• Design and build consumer-facing Virtual Agents using Vonage AI’s no-code Studio
• Solve customer communication challenges using voice and text-based conversational interfaces
• Collaborate with product, solutions, and customer applications teams to ensure conversations are intelligent and intuitive
• Write and refine conversation scripts that reflect each customer’s brand voice and tone
• Lead copywriting for new dialogue, adapt existing content (FAQs, SOPs), and contribute to content library management
• Develop prototypes, mockups, conversation flows, and other design artifacts to communicate ideas clearly
• Work closely with engineering and technical partners to assess use cases, contexts, and user intents
• Manage multiple projects and stakeholders simultaneously, while thinking critically about design quality and user experience

What You'll Bring: 

Required: 

• Native-level English proficiency (spoken and written)
• Excellent writing and verbal communication skills
• Strong interpersonal skills and ability to work in a global, remote team
• Ability to learn new systems quickly and work effectively in a fast-paced environment
• Strong analytical and problem-solving skills
• Ability to meet deadlines and manage multiple priorities

Experience we consider a plus:  

• Familiarity with human–machine interaction principles 
• Experience publishing at least one Virtual Agent  
• Prior experience in conversation design 

How You'll benefit: 

• In addition to providing exciting work, career advancement opportunities, and a collaborative work environment, Vonage provides competitive pay and benefits including Discretionary time off. Additional benefits and perks will be shared and discussed with you by the recruiter during the interview process.

#LI-RV1