Telco Fraud Analyst

Trust & Safety Team Mission:

Trust & Safety is a shared-service team responsible for the proactive and reactive monitoring of our telecommunication services (messaging and voice traffic) to protect Vonage, its customers, and downstream partners from abuse, fraud, and service degradation. This includes real-time fraud detection, alert response, account blocking, traffic analysis, and investigation of both internal escalations and external carrier disputes.

Operating as a dedicated fraud center of excellence, the team plays a critical role in reducing financial loss, maintaining trusted carrier relationships, and ensuring regulatory alignment. Trust & Safety is also responsible for producing actionable insights that inform network protections, account remediation, and internal fraud policy improvements. The team partners closely with Sales, Security, Legal, Customer Success, Carrier Partnerships, and Engineering to mitigate threats and reduce friction for legitimate traffic.

The team operates 24/7/365, using layered defense mechanisms and tiered response teams to ensure timely intervention and thorough investigation of fraud and abuse patterns across the messaging and voice ecosystem.

Why this role matters:

The Telco Fraud Analyst is a key position in Vonage’s fight against fraud by protecting our customers from abuse, taking down fraudsters and ensuring the profitability of the company. The duties of the role include identifying and qualifying new strategic anti-fraud initiatives to detect and prevent fraudulent transactions and behaviour. You will be confident in proactively initiating new investigations, evidence gathering, communicating effectively with other areas of the business to recover losses, and obtaining support from product and engineering teams to deliver the improvements and technologies required to detect and prevent these problems up front.

Your key responsibilities:

• Proactively detect, investigate and prioritize fraud incidents across Vonage’s communication platforms
• Monitor customer accounts and traffic usage to identity anomalies, suspicious behavior, and emerging fraud patterns 
• Conduct deep dive analysis and make actionable recommendations to support fraud prevention, detection, and mitigation strategies 
• Research and validate suspected cases of traffic abuse, account compromise, or policy violations 
• Collaborate with cross-functional teams (products, engineering, compliance, customer support) to strengthen fraud controls and prevent recurrence 
• Provide timely incident response for urgent fraud activity, ensuring rapid containment and effective communication to stakeholders 
• Sharing fraud insights and trends with leadership to inform strategy and improve customer trust 

What you’ll bring:

Required:

• 3+ years of experience in the telecommunications industry (SMS, Voice, messaging operations, number management, or related areas). Exposure to fraud, risk, or service assurance is a plus
• Degree-level education or equivalent professional experience in telecommunications, operations, risk, data analysis, or similar fields
• Foundational understanding of fraud or risk concepts (e.g., suspicious activity, traffic anomalies, abuse patterns), with an interest in developing deeper expertise in fraud prevention
• Familiarity with industry tools and data platforms (Excel, dashboards, analytics tools). Experience with fraud detection systems or AI/ML solutions is a bonus 
• Ability to analyze operational or traffic data to identify trends, irregularities, or potential issues; comfortable learning new tools and techniques as needed
• Clear and proactive communicator, capable of summarizing findings and collaborating with both technical and business stakeholders
• Willingness to work one weekend day (Saturday or Sunday) as contractually agreed 

What we consider a plus:

• Strong organizational skills and attention to detail, with the ability to handle multiple tasks in a dynamic environment
• Effective stakeholder management, with the ability to influence cross-functionals partners and present findings clearly to both technical and business audiences 
• Experience working with cross-functional or distributed teams, or willingness to adapt to a global, fast-paced environment

Where you will work:

We are open to considering fully remote candidates located within Mexico.

Sponsorship is not available. Legal authorization to work in the USA is required. We are unable to sponsor individuals for employment visas, now or in the future, for this job opening.

When you will work:

• Required to work one day each weekend (Saturday or Sunday) as part of a fixed schedule
• Standard workweek: Tuesday to Saturday, or Sunday to Thursday 
• Flexibility to adjust hours occasionally to support urgent fraud investigations or global team collaboration (in rare circumstance this may include night shifts) #LI-HB