Operations Engineer (NOC)

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 247 NOC).

About the Role

You keep The Companys traffic flowing and clean. From the 247 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 247 rota runs consistently.
  

Must have

• 25 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. Bachelors 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.