Convoso · 9 hours ago
Director of Carrier Operations
Woodland Hills, CA
Full-time
Hybrid
Lead/Staff, Director/Executive
$150K/yr - $180K/yr
5+ years expConvoso is a leading AI-powered contact center platform purpose-built for revenue teams. They are seeking an experienced Director of Carrier Operations to lead and manage their Carrier Operations team while driving operational excellence across processes, performance metrics, and analytics.
Brand MarketingCall CenterComputerInternetSaaSSoftwareTelecommunications
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
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
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
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
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
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
Qualification
Required
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, Codec Optimization (e.g., G.711, G.729), 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
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, Call Admission Control (CAC), VoIP Infrastructure Load Balancing
Familiarity with key regulations affecting outbound calls, including TCPA and STIR/SHAKEN
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!
Casual office environment & dress
Daily catered lunches
Fully stocked kitchen (Dietary restriction-friendly)
Happy Hours
Monthly Massages
On-site Car Wash
Free Parking
Company
Convoso
Convoso's cloud-based call center software revolutionized the call center industry by empowering the admin, agent, and customer experience.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Nima Hakimi
CEO & Co-Founder
Bobby Hakimi
Chief Product Officer & Co-Founder
Recent News
EIN Presswire
2025-10-10
Company data provided by crunchbase