CRM (SMS / WhatsApp / Telegram / Push)

We are looking for a Direct Communication Channels Manager responsible for SMS, WhatsApp, Telegram, and Push notifications. This is an operational and technical role at the intersection of vendor management and integrations. The role is focused on the Indian market with high traffic volumes.

• Systematically source new providers to expand geographic coverage, reduce costs, improve deliverability, or introduce new functionality;
• Evaluate providers based on geographic coverage, pricing, throughput (messages/minute), API documentation quality, reputation, and overall reliability;
• Request and compare commercial terms and maintain a database of tested providers to avoid duplicate testing;
• Support contract processes in cooperation with the Legal team.
• Test and debug provider APIs using Postman, including send-message methods, request structures, callbacks, and responses;
• Configure webhooks in Smartico and transfer tested setups into production configurations;
• Conduct technical tests with local testers before signing agreements and after native integration;
• Run marketing A/B tests to validate channel effectiveness before full rollout;
• Open and manage tickets for native integrations with Smartico;
• Diagnose integration issues, including failed sends, messages marked as delivered by the provider but not received by users, and missing delivery/click callbacks.
• Perform daily monitoring using Smartico Data Studio, provider dashboards, Firebase for Push, and local testing;
• Monitor fail rates, with a 10% failure rate serving as a trigger for investigation;
• Manage OTP routes, including caps and alerts (Karix), analyze traffic legitimacy together with the Product team, and mitigate potentially costly fraudulent attacks;
• Control communication costs, including SMS length and per-character overcharges, per-player limits, and overall caps;
• Monitor provider balances, ensure timely top-ups, reconcile invoices, and manage channel budgets.
• Handle incidents such as mass delivery failures, sender blocking, and OTP attacks. Initial response is expected within one hour, with an emergency solution within several hours, followed by a post-mortem;
• Escalate major issues to the CRM Lead and keep the team and CVM informed about global incidents;
• Manage IVR content and routes;
• Advise CVM and Product teams on communication channels and webhook configurations;
• Prepare reports on channel performance for management.

• Experience working with SMS aggregators and/or WhatsApp BSPs at scale, with specific examples of geographies, traffic volumes, provider changes, and their financial impact;
• Strong technical background: confident use of REST APIs and Postman, webhook configuration, and ability to work directly with API documentation. A practical technical task will be included in the interview process;
• Vendor management experience, including price negotiations, route testing, and the ability to distinguish actual provider capabilities from sales promises;
• Understanding of channel economics, including cost per message, conversion rates, and route profitability/ROI;
• Experience with OTP traffic and understanding of risks such as SMS pumping/artificial traffic is a strong advantage;
• English sufficient for professional written communication with international providers.

• The opportunity for remote work from anywhere in the world.
• A friendly atmosphere and people who love their work.
• Managers interested in team member development.
• 20 working days of vacation, 5 days off, and sick leave compensation.