Senior Voice Routing Specialist

The Challenge We connect over 500’000 callers in 190 countries: that represents 36,000 calling corridors and over 100 million calling minutes. We work with various global suppliers optimising for call quality. It’s complex. Each calling corridor has its own quality quirks and legal and regulatory rules to work within. We want someone to own call quality and routing holistically across all of it: routing daily to optimize what's happening right now, while watching the data for the long-term trends that tell us where to fix things next. A failed call is not a metric to us. It's someone not hearing their mother's voice or its an important business call that fails. We also have real ambitions to scale calling well beyond where we are today, so this complexity isn't going anywhere. It's only going to grow. Talk360 has been profitable since 2025, expanding beyond our core calling app into embedded, B2B2C calling for partners. We are lean, around 30 people globally, spread across the Netherlands, South Africa, Nigeria, Suriname, Turkey, Egypt, Kenya, Ukraine, and beyond. That means this role has real scope from day one: no layers between you and the decisions that matter, and no shortage of things worth tackling. This is a remote opportunity. What You'll Do • Own call quality holistically : hold the full picture of call quality end to end, working with the team on both the daily grind and the long-term view, moving fluidly between quick fixes and structured experiments. • Manage zones, codes, and origins : own and continuously refine our zone, dialing code, and call origin management, keeping the underlying structure clean and accurate across all 900 zones. • Update routing continuously : change routing several times a day, from immediate fixes to longer-running tests of new suppliers. • Work cross-functionally by design : partner daily with Ozcan, who owns supplier account management and deal creation, and Mahmoud, who runs hourly monitoring and support-team escalations to suppliers. Work with Ewan on automating the processes behind routing, and with Product and CRM to improve the experience for our end users. • Move routing toward automation : work toward (semi) automated routing and pricing, reducing how much of this still runs on manual, single-person work. What You'll Bring • Hands-on experience with international A-Z calling and telco routing: zones, codes, LCR, and SIP response codes, built at a telco, carrier, or comms platform with real cross-border calling experience. • NOC or technical support background: comfortable troubleshooting live voice traffic and reading call detail records and quality metrics like ASR and ACD. • Exposure to a routing/testing platform such as iTest or an equivalent tool. Familiarity with Digitalk Cloud Carrier (DCC), our current routing platform, is a plus. • Nice to have: working technical literacy in SIP signalling and SBC concepts Who You Are • Process driven and meticulous: you build the audit trail as you go, not after something goes wrong. You are methodical and analytical by nature, and you would rather have a clean, repeatable process than a clever one-off fix. • Hands-on: you do the routing work yourself, day to day, not just direct others to do it. • A strong communicator: equally at ease explaining a routing issue to Product or Marketing as debating a fix with a supplier's NOC team. • Ownership without a script: you see a bottleneck and you fix it rather than wait to be asked. • Genuinely commercial: you understand a dropped call or a bad route costs Talk360 real money and a real user's trust, not just an SLA breach. Recruitment Process • Recruiter screening • Hiring manager screening with COO • Technical interview • Case study What you get Learning and growth • €