Routing Manager – Call Center Voice

About VOX

VOX is a visionary company led by a single founder, currently leading the way in flashcall and telecom carrier services, transforming the way businesses communicate, authenticate and connect. As a hyper-growth company, VOX achieved over 25% YoY revenue growth last year and is aiming to reach $100M+ revenue this year. VOX is looking for a team of growth-driven individuals to take the company to new heights.

VOX's cutting-edge technology and dedicated customer service team ensure that telcos and enterprises maintain secure, fast, and reliable connections while protecting their networks. VOX's promise of a hassle-free experience and superior customer support enables telcos and enterprises to focus on success. As a company, VOX focuses on solutions that monetize the assets of mobile network operators. 

Joining VOX offers the opportunity to work with the industry's leading technologies and help them stay ahead and continue to innovate with a comprehensive suite of flashcall and telecom carrier services. VOX is highly committed to providing its employees with a dynamic, forward-thinking work environment, competitive compensation and benefits, vacation and time-off packages, and stock options. This is a once-in-a-lifetime opportunity for highly ambitious individuals, as VOX plans to expand its solutions portfolio and go public in the next 3-5 years.

Role objective:

The Routing Manager – Call Center Voice plays a pivotal role in driving the company's call center product growth and development by strategically managing voice traffic to optimize routing efficiency and maintain top-tier service quality. By continuously analyzing traffic patterns and market trends, this role shapes routing strategies that enhance operational performance, reduce costs, and ensure customer satisfaction. Collaborating closely with the sales team, the Routing Manager directly influences the scalability and competitiveness of the call center offering, fostering innovation and sustainable business performance in targeted markets. This position is essential in enabling the call center product to evolve responsively to market demands while maximizing profitability and user experience.

Reports to: Head of Routing - Voice

Key interactions: Sales, Support (Voice)

Key Responsibilities:

Routing Part

• Define and maintain routing strategies for assigned call center markets, ensuring optimal quality and performance.
  
  
• Analyze traffic patterns, route performance, and quality indicators (e.g. ACD, ASR, PDD) to identify issues and opportunities for improvement.
  
  
• Propose and implement routing adjustments based on business priorities, traffic behavior, and destination-specific requirements.
  
  
• Collaborate with the routing team to implement and test configuration changes across voice platforms.
  
  
• Work closely with the voice support team to ensure operational stability and alignment with service expectations.
  
  

Strategic Part

• Conduct ongoing market research to track trends, regulatory updates, and competitive developments in the voice landscape.
  
  
• Support strategic initiatives such as regional optimizations, destination reviews, and market assessments.

Skills: 

• Strong analytical and problem-solving skills.
• Ability to interpret complex data sets (CDRs, routing stats).
• Excellent communication skills.
• A solid understanding of call quality metrics and performance indicators in the telecom industry.
• Proficiency with telecom billing, routing, and performance management tools.
  • Fluent in English (writing and speaking).

Experience: 

• Minimum 1 year of experience in a Routing Manager role, focused on the Call Center product, and minimum 4 years of experience in the telecom voice industry.

Join the team and help shape the future of the telecom industry

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