About this role

Join Vonage and help us innovate cloud communications for businesses worldwide!

About the Vonage Trust & Safety Team:

Trust & Safety is a shared-service team responsible for the proactive and reactive monitoring of our telecommunication services. Our goal is to protect Vonage, its customers, and downstream partners from abuse, fraud, and service degradation.

Why this role matters:

What we do every day:

- Real-time fraud detection and alert response

- Account blocking and traffic analysis

- Investigation of internal escalations and external carrier disputes

- Producing actionable insights that drive network protections, account remediation, and fraud policy improvements

- Work closely with Sales, Security, Legal, Customer Success, Carrier Partnerships, and Engineering teams to mitigate threats and reduce friction for legitimate traffic

We operate 24/7/365 across a tiered structure, using layered defence mechanisms to ensure timely intervention across the messaging and voice ecosystem. The Fraud Investigation team operates within standard business hours as part of this wider framework.

A s a Fraud Investigation Analyst , you are on the front line of Vonage's fight against fraud - directly protect our customers from abuse, take down fraudsters, and help keep the business profitable.

Your key responsibilities:

- Proactively detect, investigate, and prioritise fraud incidents across Vonage’s communications and application platforms by monitoring customer accounts, traffic patterns, and emerging fraud trends.

- Analyse API usage patterns, Call Detail Records (CDRs), messaging logs, and other traffic data to identify anomalies indicating fraudulent or abusive behaviour.

- Triage and assess inbound fraud escalations from Carrier Partners, Customer Success, and internal tooling alerts, prioritising responses based on financial and reputational impact.

- Conduct detailed forensic investigations of suspected fraudulent accounts, transactions, traffic flows, account compromises, and policy violations, documenting findings with clear, evidence-based conclusions.

- Manage timely incident response for urgent fraud activity, ensuring rapid containment, appropriate escalation, and clear communication with relevant stakeholders.

- Perform root cause analysis of fraud incidents, identify gaps in existing controls, and recommend systemic improvements to strengthen fraud prevention, detection, and mitigation.

- Conduct deep-dive analysis and share actionable fraud insights, investigation findings, and emerging trends with the team lead to support fraud strategy and strengthen customer trust.

What you'll bring

- 3-5+ years of hands-on experience in fraud investigation, Trust & Safety, or abuse operations – ideally within a telecommunication, CPaaS , SaaS, or fintech environment

- Degree-level education or equivalent professional experience in fraud, risk, or data-related fields

- Strong expertise in fraud prevention methodologies and regulatory practices, including AML, KYC, and transaction monitoring

- Hands-on experience with fraud detection platforms, SQL, Excel, and data analytics tools; familiarity with AI/ML-based detection solutions

- Proven track record of analyzing large, complex datasets and delivering actionable recommendations

- Strong organizational and multitasking skills with excellent attention to detail

- Effective stakeholder management, with the ability to influence cross-functionals partners and present findings clearly to both technical and business audiences

- Experience working in distributed, global teams and adapting to a dynamic, fast-paced environment

- Strong written and verbal communication skills

- Standard workweek: Monday to Friday

- Flexibility to adjust hours to support fraud investigations or global team collaboration (may include night shifts)

How you’ll benefit:

- Attractive Discretionary Time Off

- Private Medical Insurance with optional dependent coverage

- Educational Assistance Reimbursement Program

- Opportunities for reimbursement for conferences, trainings, and other personal development events

- Maternity and Paternity Leave

- Ask recruiter for country specific information

Note: The purpose of this profile is to provide a general summary of essential responsibilities for the position and is not meant as an exhaustive list. Assignments may differ for individuals within the same role based on business conditions, departmental need or geographic location.

There’s no perfect candidate. You don't need all the preferred qualifications to make a valuable impact on our team. Our employees and customers come from diverse backgrounds, so if you're passionate about what you could achieve at Vonage, we'd love to hear from you.

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Who we are:

Vonage is a global cloud communications leader. And your talent will further help brands - such as Airbnb, Viber, WhatsApp, and Snapchat - accelerate their digital transformation through our fully programmable-based unified communications, contact center solutions, and communications APIs. Ready to innovate? Then join us today.