Director of Carrier Operations
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Job Description
Director of Carrier Operations leading carrier operations in a fast-growing AI-powered contact center platform. Overseeing a team to drive operational excellence and compliance for telecom services.
Responsibilities:
- Manage and mentor the Carrier Operations team, setting goals, providing coaching, and fostering a culture of accountability and continuous improvement.
- Build and maintain relationships with telecom carriers, negotiate contracts, manage SLAs, and ensure cost-effective, high-quality service.
- Oversee call routing strategies, carrier selection, and load balancing to maximize call completion rates, reduce costs, and improve customer experience.
- In partnership with our head of compliance, ensure outbound calling activities comply with FCC, TCPA, STIR/SHAKEN, and other telecom regulations. Stay ahead of evolving compliance requirements.
- Implement monitoring tools, dashboards, and escalation processes to quickly identify and resolve call quality, routing, or carrier issues.
- Partner with Engineering, Product, Compliance and Customer Success teams to support product initiatives and customer needs that rely on outbound calling.
- Provide regular reporting on carrier performance KPIs, costs, and call quality metrics to leadership. Identify trends and recommend improvements.
- Drive initiatives to scale outbound calling infrastructure, evaluate new carriers and technologies, and explore innovations such as AI-powered call routing.
Requirements:
- 5+ years of experience in carrier management teams, telecom operations, or voice infrastructure in a SaaS, CPaaS, or telecom company.
- 2+ years of people management experience leading technical or operational teams.
- Leadership experience in managing and scaling carrier relations teams while ensuring cross functional collaboration with technical, compliance, and customer success teams.
- Proven experience in telecommunications, carrier management, or vendor relations within an outbound contact center, CCaaS, or VoIP environment.
- Strong understanding of the challenges and requirements of managing telco carriers for large scale outbound contact centers, with expertise in:
- SIP (Session Initiation Protocol)
- Least Cost Routing (LCR)
- SBCs (Session Border Controllers)
- SIP Trunking
- Call Detail Records (CDR) Analysis
- ASR (Answer-Seizure Ratio) and ACD (Average Call Duration) Metrics o Codec Optimization (e.g., G.711, G.729) o Egress/Ingress Routing and Packet Loss Compensation Algorithms
- Excellent negotiation skills, with a track record of securing favorable agreements that support both business goals and customer needs.
- Familiarity with compliance frameworks including STIR/SHAKEN, TCPA, and international calling rules.
- Experience managing carrier contracts, costs, and SLAs.
- Excellent problem-solving and troubleshooting skills with real-time voice traffic.
- Strong vendor management and negotiation skills.
Benefits:
- Competitive compensation package
- Stock options
- 100% covered premiums for employees; Medical, Dental, Basic life insurance, Long term disability
- Affordable Vision plan and optional FSA
- PTO, Paid Sick Time, Holidays, Bereavement time, Parental Leave
- Your birthday off
- 401k program with generous company match
- No cost Employee Assistance Program and Travel Assistance
- Monthly Gym membership reimbursement
- Monthly credits toward food & beverage
- Company Outings
- On and offsite team building events
- Paid training for departments
- Apple laptop (most roles)
- And a team of highly experienced and kind colleagues!
- HQ Office:
- Casual office environment & dress
- Daily catered lunches
- Fully stocked kitchen (Dietary restriction-friendly)
- Happy Hours
- Monthly Massages
- On-site Car Wash
- Free Parking
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