Messaging Operations Engineer India

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AWS Cloud Datadog Engineer Jira Looker Sql

Twilio is seeking an experienced Messaging Operations Engineer (Level 3) to drive strategic carrier operations, enhance global SMS network reliability, and ensure exceptional service quality. This remote position, based in India, focuses on optimizing carrier connectivity, resolving complex network issues, and collaborating across technical and business teams. The ideal candidate possesses advanced SMS operations knowledge, particularly in the APAC region, and excels in process improvement and troubleshooting.

Job Overview
  • Lead and optimize carrier operations for global SMS traffic.
  • Act as a primary escalation point for complex routing and quality issues.
  • Collaborate with cross-functional teams to improve network reliability and capacity.
  • Drive process automation and maintain accurate operational documentation.
  • Support international messaging initiatives with a focus on APAC.
Key Responsibilities
  • Serve as an escalation expert for NOC and Customer Services teams.
  • Monitor and analyze SMS delivery completion and service quality.
  • Identify and test new carrier connectivity for quality and pricing opportunities.
  • Lead cross-team projects as an International Messaging Operations SME.
  • Automate and streamline operational processes in partnership with software engineers.
  • Create, update, and maintain internal documentation on processes.
  • Interact transparently and respectfully with all Twilio teams and leadership.
Required Skills & Qualifications
  • 6+ years in SMS/MMS operations, routing, or analytical roles.
  • Advanced experience with Tier 1 carrier or aggregator SMS operations.
  • Strong analytical skills and operational metric evaluation.
  • Technical expertise in APIs, cloud, communications, and mobility.
  • Proficiency in troubleshooting tools (Kibana, Datadog, Looker) and ticketing systems (Zendesk, JIRA).
  • Advanced knowledge of SMS protocols (SMPP, MM4, MM7) and AWS/networking concepts.
  • Experience in SQL and data analysis.
  • Exceptional organizational and process management abilities.
  • Bachelor’s degree or equivalent experience.
  • Proven ability to work collaboratively across regions and teams.

Job Type: Remote

Salary: Not Disclosed

Experience: Entry

Duration: 12 Months

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