Senior Telecom Billing Specialist

At Twilio, we're shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.

As a Senior Telecom Billing Specialist, you will work constructively with customers and partners to resolve billing issues and fraudulent misuse of services. This position is a hybrid of financial investigation, root cause analysis, and strategic dispute negotiation.

Responsibilities:

• Advise account managers, accounting, and management on best practices to handle billing disputes
• Negotiate with customers and carriers with an understanding of resolution levers available as per contractual terms and industry norms
• Identify, analyze, and handle fraudulent misuse and billing errors with both vendors and customers
• Own the end-to-end lifecycle of customer and vendor disputes from intake to resolution
• Uncover and resolve discrepancies, overcharges, and unpaid balances with carriers and customers
• Dig into call and messaging data to identify why bills don't match or find evidence of fraud
• Build dashboards that communicate key metrics related to the lifecycle of disputes
• Read contracts and interpret what should be the invoice versus what it is
• Act as the primary point of contact to negotiate dispute resolutions, settlements, and payment terms
• Partner closely with data analytics, engineering, and accounting to reconcile accounts

Qualifications:

• 8+ years of professional experience in telecom billing, revenue assurance, wholesale SMS billing settlements, and/or CPaaS fraud operations
• Sharp written and verbal communication skills
• Experience negotiating disputes constructively with customers or vendors
• Experience in collections, dispute resolution, or billing analysis
• Experience in project management
• Experience wrangling data with Excel/Google Sheets, Looker or SQL

Desired qualifications:

• Understanding of the A2P SMS ecosystem, international traffic routing, international revenue share fraud, and artificially inflated traffic
• Understanding of industry standards with respect to AIT and fraud handling
• Understanding of Call Detail Records (CDRs) and ability to build strong dispute case files
• Experience working with workflow platforms like Airtable or building dashboards
• Experience in telecom, technology, or consulting industries
• Experience with advanced data analysis like Python or scripting
• Experience with AI and automation tools to accelerate productivity