Why this role matters:

The Fraud Investigation Analyst is a key position in Vonage’s fight against fraud by protecting our customers from abuse, taking down fraudsters and ensuring the profitability of the company. The duties of the role include identifying and qualifying new strategic anti-fraud initiatives to detect and prevent fraudulent transactions and behaviour. You will be confident in proactively initiating new investigations, evidence gathering, communicating effectively with other areas of the business to recover losses, and obtaining support from product and engineering teams to deliver the improvements and technologies required to detect and prevent these problems up front.

Schedule (MX/IN);

• Required to work one day each weekend (Saturday or Sunday) as part of a fixed schedule
• Standard workweek: Tuesday to Saturday, or Sunday to Thursday 
• Flexibility to adjust hours occasionally to support urgent fraud investigations or global team collaboration (in rare circumstance this may include night shifts)

Schedule (PL);

• Required to work a fixed schedule from Tuesday to Saturday
• Flexibility to adjust hours occasionally to support urgent fraud investigations or global team collaboration (in rare circumstance this may include night shifts)

Your key responsibilities:

• Proactively detect, investigate and prioritize fraud incidents across Vonage’s communication platforms
• Monitor customer accounts and traffic usage to identity anomalies, suspicious behavior, and emerging fraud patterns 
• Conduct deep dive analysis and make actionable recommendations to support fraud prevention, detection, and mitigation strategies 
• Research and validate suspected cases of traffic abuse, account compromise, or policy violations 
• Collaborate with cross-functional teams (products, engineering, compliance, customer support) to strengthen fraud controls and prevent recurrence 
• Provide timely incident response for urgent fraud activity, ensuring rapid containment and effective communication to stakeholders 
• Sharing fraud insights and trends with leadership to inform strategy and improve customer trust 

What you'll bring

Required:

• 5+ years of experience in telecommunications fraud investigation (SMS, Voice) in telecom
• Degree-level education or equivalent professional experience in fraud, risk, or data-related fields 
• Strong expertise in fraud prevention methodologies and regulatory practices, including AML, KYC, and transaction monitoring 
• Hands-on experience with fraud detection platforms, SQL, Excel, and data analytics tools; familiarity with AI/ML-based detection solutions  
• Proven track record of analyzing large, complex datasets and delivering actionable recommendations
• Strong organizational and multitasking skills with excellent attention to detail
• Effective stakeholder management, with the ability to influence cross-functionals partners and present findings clearly to both technical and business audiences 
• Experience working in distributed, global teams and adapting to a dynamic, fast-paced environment  
• Strong written and verbal communication skills
• Ability to work one day each weekend (Saturday or Sunday), as contractually agreed 

How you’ll benefit:

• Attractive Discretionary Time Off
• Private Medical Insurance with optional dependent coverage
• Educational Assistance Reimbursement Program
• Opportunities for reimbursement for conferences, trainings, and other personal development events
• Maternity and Paternity Leave
• Ask recruiter for country specific information

Note: The purpose of this profile is to provide a general summary of essential responsibilities for the position and is not meant as an exhaustive list. Assignments may differ for individuals within the same role based on business conditions, departmental need or geographic location.

Vonage Communications APIs:

As an emerging leader in the $10B+ communications API market, we empower global brands to connect better with their customers, employees, and partners through transformative communications experiences. For example, Vonage API solutions empower organizations to build their custom omnichannel communications structure. This allows them to reach and engage customers on their preferred schedule and channel — including voice, video, and messaging. Think of a rideshare service instantly connecting with customers, hospital staff conducting remote monitoring, customers verifying their identity before completing a purchase, AI virtual agents servicing customers around the clock, and much more.

Why this role matters:

The Identity & Numbering Analyst acts as a subject matter expert for our global registration operations, bridging the gap between our customers, engineering teams and carrier partners. You will play a critical role in navigating complex regulatory landscapes, optimising compliance workflows and serving as the primary escalation point for registration challenges to ensure our customers can operate seamlessly.

Your key responsibilities:

• Manage the technical and administrative requirements for RCS brand onboarding, ensuring seamless integration with carrier ecosystems.
• Coordinate registration workstreams across the full US messaging stack, including 10DLC (A2P), Toll-Free and Short Code campaigns.
• Direct the submission, vetting and approval processes to minimize time-to-market while ensuring strict adherence to carrier guidelines and industry standards.
• Manage day-to-day relationships with Tier 1 global carriers and aggregators, negotiating directly to resolve any vetting disputes.
• Working closely with other Regional Specialists you will monitor and interpret evolving regulatory mandates to proactively update internal compliance standards.
• Analyse operational data to identify rejection trends and drive automation initiatives that reduce manual processing time.
• Contribute and maintain "Golden Standard" documentation for carrier requirements to ensure a single source of truth for cross-functional teams.
• Collaborate with Sales and Product teams to streamline onboarding especially for high-value enterprise customers.
• Mentor junior analysts, providing guidance on complex edge cases and maintaining quality standards across the team.
• Lead operational reviews, using data to report on volume, timelines and vendor performance to leadership.

What you’ll bring:

Required:

• 3+ years of Operations experience in Telecom or CPaaS, with a specialized focus on the RCS (Rich Communication Services) ecosystem, including brand verification and RBM agent onboarding.
• Deep expertise in US Carrier Operations and CTIA Messaging Principles, overseeing the end-to-end registration lifecycle for 10DLC, Toll-Free and Short Codes through manual and API-based network registration workflows.
• Deep understanding of telephony ecosystem (A2P vs P2P) and regional regulations.
• Demonstrated ability to work autonomously, investigate root causes and propose process improvements without waiting for direction.
• Strong proficiency in data tools (Excel, Google Sheets) with the ability to handle large datasets; knowledge of SQL or JIRA is a plus.
• Exceptional English communication skills, capable of summarising complex technical issues for stakeholders in APAC, EMEA and the US.
• A resilient, problem-solving mindset, comfortable navigating ambiguity in a fast-paced regulatory environment.

Where you will work:

We are open to considering fully remote candidates located within Mexico.

Sponsorship is not available. Legal authorization to work in Mexico is required. We are unable to sponsor individuals for employment visas, now or in the future, for this job opening. #LI-HB

Role Summary

As the Data Partnerships Manager, you will lead the telco partnerships and management of major Mobile Network Operators and Mobile Identity data partners across the Americas (US, LATAM). You will be the primary relationship owner for high-impact deals, driving the end-to-end telco services sourcing process of KYC Match, Age Verification, SIM Swap, Silent Verify, etc., from identification to contract negotiation and ongoing performance management.

You’ll serve as a bridge between internal stakeholders (product, sales, legal, finance) and external Mobile Network Operators or data providers, ensuring alignment, compliance, commercial optimization, and execution.

Key Responsibilities

• Develop and execute the sourcing roadmap for Communications Service Providers (CSPs) and data providers across the Americas (US & LATAM), aligning to product and revenue goals.
• Identify, evaluate, and prioritize prospective CSP / data providers (telcos, aggregators, alternative data sources).
• Lead outreach, business development, counterparty research, and negotiations.
• Drive full lifecycle contract process (term sheets, commercial terms, signature, renewals).
• Assess legal / compliance / privacy / technical readiness of providers (coordinate with legal, privacy, technical teams).
• Manage vendor onboarding, integration planning, and go-live readiness.
• Conduct quarterly business reviews and ongoing performance tracking with partners.
• Provide market intelligence and feedback to product, strategy, and sales about partner gaps, pricing, and use cases.
• Collaborate cross-functionally with product, engineering, sales, finance, legal, and operations.

Required Qualifications & Skills

• 7+ years of experience in CSP / telecom / data partnerships, or in a related role (e.g., mobile connectivity, identity, fraud) or related fields such as end-user onboarding, AML, or biometric authentication services.
• Deep understanding of telecom architecture (signaling, routing, API connectivity) and CSP business models.
• Experience negotiating commercial and technical contracts.
• Strong knowledge of data privacy, regulatory compliance (GDPR, CCPA, regional LATAM privacy regimes - LGPD).
• Excellent stakeholder management skills; ability to influence senior leadership.
• Analytical mindset: able to evaluate cost models, KPIs, and vendor performance.
• Fluent in English and Spanish (written & spoken).
• Comfortable working across multiple time zones.
• Willingness to travel (10-25%).

Preferred / Nice-to-Have

• Prior experience working with identity / fraud / verification / telecom APIs / AML
• Experience in NORAM & LATAM / regulatory complexity
• Relationships in CSP / telecom / aggregator networks in LATAM and US
• MBA or advanced degree

KPIs & Success Metrics

• Number and quality of new CSP / data partnerships executed
• Drive costs of connectivity improvement
• Uptime and SLAs compliance by partners
• Revenue contribution or enabled coverage via those partnerships
• Time-to-onboard (from selection to live)
• Vendor churn / renewal rates
• Internal stakeholder satisfaction (product, sales, legal)