Telecom Sales Specialist, Voice

📋 Description

• • As the Telecom Sales Specialist, Voice at Twilio, you will be instrumental in shaping the future of global communications by building and nurturing strategic relationships with key telecom and number-access suppliers. Your primary focus will be on driving Twilio's connectivity strategy forward, ensuring agility and responsiveness to evolving customer needs, dynamic market conditions, and internal business priorities.
• • You will take ownership of international carrier relationships, specifically focusing on voice services and phone number access. This involves ensuring strict adherence to regulatory compliance, achieving commercial alignment with partners, and maintaining robust performance across Twilio's comprehensive voice communication stack.
• • Collaborating closely with cross-functional teams including Product, Engineering, Sales, Legal, and Support, you will translate complex connectivity requirements into actionable execution plans. Your efforts will directly contribute to enhancing the reliability, quality, and accountability of our global supplier network.
• • You will serve as the subject matter expert for voice and numbering services within your assigned territories. This includes leading the development and execution of country-level voice connectivity plans, encompassing carrier strategy, pipeline management, negotiation, implementation, and ongoing account management.
• • Partnering with Product and Sales teams, you will play a crucial role in shaping go-to-market strategies. These strategies will be meticulously aligned with current customer demand, competitive landscapes, and the intricate web of regulatory realities.
• • A key responsibility will be defining supplier selection criteria, managing contracts, and overseeing pricing, margins, and the overall commercial strategy for voice and numbering services throughout the supply chain. Ensuring buy-in from all relevant stakeholders will be paramount.
• • You will be responsible for building and maintaining a comprehensive knowledge base of per-country regulatory and legal frameworks. This includes understanding and navigating requirements related to Know Your Customer (KYC), numbering regulations, emergency calling services, lawful intercept, GDPR, and specific national regulations like Ofcom (UK) and FCC (US).
• • Ensuring continuous compliance with local telecom regulations is critical. You will proactively drive remediation plans and facilitate stakeholder alignment whenever regulatory requirements change, minimizing disruption and risk.
• • You will develop and implement carrier-grade voice supply strategies designed to guarantee optimal reliability, resilience, and regulatory compliance for Twilio's services.
• • A significant part of your role will involve monitoring, troubleshooting, and optimizing key voice performance indicators (KPIs) and routing performance. This includes metrics such as Average Speech Success Rate (ASR), Average Call Duration (ACD), Post-Dial Delay (PDD), Mean Opinion Score (MOS), latency, and jitter.
• • You will be tasked with optimizing the crucial trade-off between cost and quality. This will be achieved through strategic procurement, skillful negotiation, intelligent routing decisions, and rigorous, continuous performance management of suppliers.
• • You will provide essential support for complex customer needs related to numbering, number porting, and voice delivery. This involves translating intricate customer requirements into feasible supply chain and compliance solutions.
• • Your ultimate goal will be to ensure high-quality, cost-efficient outcomes across Twilio's entire customer voice portfolio.
• • Leveraging data analytics will be a core component of your role. You will use data to inform decision-making, detect anomalies in service performance, and proactively mitigate risks such as fraudulent activities like CLI spoofing.
• • You will foster a mindset of continuous improvement, consistently seeking enhancements in quality, cost-effectiveness, and compliance across all aspects of voice connectivity.
• • You will actively collaborate with and influence various departments, including Operations, Support, Product, Sales, Legal, and Finance, to effectively resolve issues related to the supply chain, service quality, changing requirements, and compliance matters.