8x8, Inc. (NASDAQ: EGHT) believes that CX limits were meant to be shattered. We connect people and organizations through seamless communication on the industry's most integrated platform for Customer Experience—combining Contact Center, Unified Communications, and CPaaS APIs. The 8x8® Platform for CX integrates AI at every level to enable personalized customer journeys, drive operational excellence and insights, and facilitate team collaboration.

We help customer experience and IT leaders become the heartbeat of their organizations, empowering them to unlock the potential of every interaction. With one platform, one ecosystem, and one data model, you can turn every team into a customer-facing team and unify your CX to conquer the complexity.

As an organization, we are looking for Team8s who are AI-proficient, open to innovation, and skilled in leveraging AI for efficiency and growth.

Learn more on our company website at www.8x8.com follow our pages on LinkedIn, Twitter, Facebook and Instagram.

The Routing Specialist is mainly responsible for the curation, maintenance, analysis and adjustment of A2P SMS routes to achieve optimal quality and costs to meet the needs of our customers.

The Specialist will work closely with the Carrier Relations team as well as the Solutions and Operations teams internally, as well as the counterparts at the many partner organisations globally.

This is a team contributor role, and would require relevant experience working in a semi-technical field, and communicating with partners across different cultures.

Primary focus

• Main focus of the role is to support strategic Enterprise Sales deals.

• To be main point of contact to Sales AM leading the deal, to understand the need and coordinate all teams/individuals in order to deliver what is necessary to onboard a client.

• to follow through onboarding phase all the way to successful production and monitor stabilisation period.

Other Main Responsibilities

• Setting up and testing of routing plans to support different business use cases for customers.

• Monitoring and maintenance of the routes to ensure consistent and reliable delivery.

• Analysis of relevant performance indicators and costs to ensure optimal performance.

• Understanding the local and international rules and nuances of routing and delivery in assigned countries and regions to advise customers and operations when needed.

• Making timely adjustments to the routing to maintain the desired level of performance and profitability and to meet business goals.

• Assisting in escalation, investigation and troubleshooting of technical issues with partners as needed.

• Reporting or recommending changes and modifications to improve business and operations processes as needed.

• Working with Carrier Relations team to respond to Request for Proposals as needed;

Requirements

• Experience in working in semi-technical routing and technical customer service.

• Familiar with the global A2P messaging ecosystem.

• A pro-active team player, with excellent analytical and problem-solving skills, and an ability to work with cross-functional global teams.

• Hands-on doer; able to appreciate and balance the business and technical needs.

• Know how to forecast, analyse, and execute strategies in order to achieve goals.

• Possess good communication & interpersonal skills.

• Have a strong sense of responsibility, initiative and commitment.

• 3rd or Regional language skills would be an added advantage.

Qualifications

• Diploma or higher in a technical, engineering or IT field.

• Written and verbal fluency in English; fluency additional regional languages is advantageous.

Direct and relevant experience will be preferred. On the Job training will be provided for those with related but not direct experience.

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