Operations Engineer

About the Client Our Client is an enterprise CPaaS and A2P SMS wholesale provider across the Middle East and Africa. It brings together SMS, OTP verification, WhatsApp Business and Voice OTP through messaging APIs, flexible routing and 120+ carrier interconnects, serving banks, fintechs, retailers, aggregators and operators. The company was founded within a software group with 15+ years of enterprise delivery, and today has a team of 41 across 14 nationalities, with offices in Dubai (commercial HQ and carrier relations desk), Riyadh (enterprise and regulatory), and Cairo (engineering and the 24×7 NOC). About the Role You keep The Company’s traffic flowing and clean. From the 24×7 NOC in Cairo, you monitor routes, optimise routing for cost and quality, resolve client and supplier incidents, and protect delivery rates for mission-critical messages such as OTPs and banking alerts. You are the first technical line when something goes wrong and the person who proves, with data, where and why. Key Responsibilities Monitoring & incident response Monitor SMS traffic, delivery rates, latency, and error codes in real time across supplier routes and client binds. Detect and act on degradation: reroute, throttle, fail over or block, and escalate to suppliers with evidence. Detect fraud and abnormal traffic patterns, including artificially inflated traffic (AIT), SMS pumping and spam. Routing, onboarding & configuration Configure and optimise routing: least-cost and quality-based rules, failover, throttling, TPS limits and destination-level controls. Manage SMPP binds, IP whitelisting, client and supplier onboarding, sender ID and content-template setup. Run joint quality reviews with new interconnect partners before volume opens: delivery rate, latency, sender ID behaviour and DLR accuracy. Support WhatsApp Business and Voice OTP fallback configuration for OTP-critical clients. Support & documentation Provide first- and second-line support: trace messages, investigate delivery failures and communicate clearly with clients and carriers. Document incidents, produce RCA reports and keep SLA performance visible to the commercial and engineering teams. Maintain runbooks, shift handover notes and escalation paths so the 24×7 rota runs consistently. Requirements Must have 2–5 years in NOC, SMS operations, routing or technical support at an SMS / CPaaS / telecom company. Hands-on with SMPP, SMSC / SMS gateway platforms and routing configuration. Comfortable reading logs, CDRs and DLR data; basic SQL is a plus. Clear understanding of DLR statuses and why a ‘delivered’ status can still be wrong. Willing to work rotating shifts including nights and weekends. Good written and spoken English; Arabic is an advantage. Bachelor's degree in engineering, telecom, IT or a related field. Nice to have Experience with SS7, HLR / MNP lookup and SMS firewall tools. Linux command line and scripting for log analysis. Exposure to monitoring stacks (Grafana, Zabbix) and ticketing tools (Jira, Zendesk, Freshdesk). Knowledge of Unicode / Arabic encoding and concatenated SMS behaviour. Show more Show less