Director of Carrier Operations

Описание вакансии

Convoso is a leading AI-powered contact center platform purpose-built for revenue teams. Since 2006, Convoso has remained at the forefront of innovation, consistently developing solutions to drive customer growth while supporting adherence to regulatory standards.

Who We Are:

While headquartered in Los Angeles, the Convoso team can be found around the globe working in either a hybrid or remote capacity. Awarded as a "best place to work" company, our culture fosters team integrity, positive persistence, and continuous growth.

Our core platform powers successful sales teams across multiple industries, giving our customers a competitive edge and streamlined productivity. With built-in Al and automations, our product is a premium offering in a competitive space. We continue to grow our product capabilities to better serve our current customers and to expand into newer markets.

Convoso is looking for people who are excited about technology and innovation. We are a company of motivated team players with diverse backgrounds driving accelerated growth in a supportive, positive culture.

Most roles at Convoso function as “hybrid” with some opportunities for travel to in-person business events and company meetings. For remote positions, Convoso’s U.S. hiring is open to candidates who are residents of the following states: AL, AZ, CA, CO, CT, FL, GA, IL, IN, KY, MA, MI, NC, NJ, NV, NY, OH, PA, SC, TX, UT, VA.

The Job:

We are a fast-growing SaaS company that provides cutting-edge customer engagement solutions for SMB and Mid-market clients. Our platform relies heavily on reliable, scalable, and compliant outbound calling. To support our growth, we are seeking an experienced Director of Carrier Operations to lead and manage our Carriers Operations team while driving operational excellence across processes, performance metrics, and analytics.

The Director of Carrier Operations will be responsible for leading a team that manages carrier relationships, call routing, compliance, and performance for outbound voice traffic. This role requires deep technical knowledge of SIP, VoIP, and telecom routing, as well as strong leadership and vendor management skills. The ideal candidate has experience working in SaaS, CPaaS, or telecom environments and can balance day-to-day operations with long-term strategic planning.

Responsibilities summary:

• Team Leadership: Manage and mentor the Carrier Operations team, setting goals, providing coaching, and fostering a culture of accountability and continuous improvement.
• Carrier Management: Build and maintain relationships with telecom carriers, negotiate contracts, manage SLAs, and ensure cost-effective, high-quality service.
• Routing & Performance Optimization: Oversee call routing strategies, carrier selection, and load balancing to maximize call completion rates, reduce costs, and improve customer experience.
• Compliance & Risk Management: 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.
• Monitoring & Incident Management: Implement monitoring tools, dashboards, and escalation processes to quickly identify and resolve call quality, routing, or carrier issues.
• Cross-Functional Collaboration: Partner with Engineering, Product, Compliance and Customer Success teams to support product initiatives and customer needs that rely on outbound calling.
• Reporting & Analytics: Provide regular reporting on carrier performance KPIs, costs, and call quality metrics to leadership. Identify trends and recommend improvements.
• Scalability & Innovation: Drive initiatives to scale outbound calling infrastructure, evaluate new carriers and technologies, and explore innovations such as AI-powered call routing.

Leadership and Strategy:

• Manage and lead a team of experienced carrier operations engineers.
• Develop and implement a strategic approach to carrier partnerships that addresses the specific needs of our outbound contact center platform.
• Ensure carrier agreements and services support the scalability and performance needs of our CCaaS platform.

Carrier and Vendor Management:

• Manage relationships with VoIP telco carriers to ensure they meet the needs of our platform, particularly for large-scale outbound contact center operations.
• Negotiate carrier contracts to secure cost-effective, scalable solutions that ensure high quality call routing and service reliability.
• Evaluate and onboard new carriers, particularly those capable of supporting the technical and operational requirements of outbound contact centers.
• Partner with our accounting team to validate accuracy of carrier bills and help enforce financial controls, while reducing any liabilities.

Operational Excellence for Outbound Contact Centers:

• Monitor and optimize carrier performance, ensuring quality, reliability, and effective service delivery for outbound calls.
• Act as the primary escalation point for carrier-related issues impacting call performance, ensuring quick resolution to maintain service continuity.
• Collaborate with internal teams to ensure carrier services integrate seamlessly with our platform’s features, including call routing, network reliability, and call quality metrics.
• Partner with the engineering team to ensure the integration with our carrier services in the back-end ensures cost efficient operations.
• Work with the Compliance team to ensure customer compliance by managing regulatory adherence, safeguarding data privacy, and enforcing industry standards across carrier services, while developing and overseeing policies and audits to maintain legal and contractual obligations. Advise on compliance risks related to client-originated traffic that may impact vendors and the company.
• Partner with the Compliance team to respond to external regulatory agency inquiries.

Innovation and Partnership Development:

• Identify opportunities to enhance outbound call routing and carrier performance through innovative technologies and partnerships that improve call completion rates and cost efficiency.
• Inform the business of relevant industry developments, including regulatory changes such as STIR/SHAKEN and TCPA, to ensure our carrier strategies remain forward-looking and adaptive.
• Work closely with product teams to integrate carrier services that support our platform’s features, including advanced dialing capabilities and efficient call management.

People Management & Leadership

• Manage and develop the Carrier Relations team, setting clear goals, responsibilities, and expectations aligned with company objectives.
• Establish and refine processes to ensure consistency, scalability, and operational efficiency across all team activities.
• Define and track KPIs for both individual and team performance, using data and analytics to drive accountability and continuous improvement.
• Leverage analytics to monitor carrier performance trends, identify areas for process optimization, and proactively address potential issues.
• Provide coaching, mentoring, and ongoing feedback to team members to support professional growth and strengthen overall team capabilities.
• Foster a culture of collaboration, innovation, and excellence, ensuring the team consistently delivers high-quality results.

Who You Are:

The following are the minimum qualifications, which an individual needs in order to successfully perform the duties and responsibilities of this position.  Please note that the minimum qualifications may vary based upon the department size and/or geographic location.

• 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.

Preferred Qualitifications:

• Bachelor’s degree in telecommunications, business, or a related field.
• Direct experience working with outbound-focused contact center technologies, with expertise in:

• SIP INVITE/REGISTER Message Analysis
• SIP Trunk Capacity Planning o Call Admission Control (CAC) o VoIP Infrastructure Load Balancing
• Familiarity with key regulations affecting outbound calls, including TCPA and STIR/SHAKEN.

Work Perks Worth The Hype:

• 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

Compensation:The base salary range is: $150,000 - 180,000

The Base Pay Range for this position is based on the industry benchmark for position, function, level and the company's compensation strategies. However, final offers may vary from the amount listed based on geography, candidate experience and expertise, and other objective business. Convoso’s compensation package also includes equity for all eligible U.S full time roles and exceptional benefits, including generous 401k match.

Your California Privacy Rights:

As a California resident who is an applicant to be an employee of Convoso, you have certain rights under California law with respect to information collected by Convoso in the course and scope of its evaluation of your application. The types of information Convoso collects and your rights with respect to that information are contained in Convoso’s privacy policy, which you can review by going to https://www.convoso.com/privacy-policy/.