Customer Delivery Analyst

Working at Infobip means being part of something truly global. With 75+ offices across six continents, we’re not just building technology — we’re shaping how more than 80% of the world connects and communicates. As employees, we take pride in contributing to the world’s largest and only full-stack cloud communication platform. But it’s not just what we do, it’s how we do it: with curiosity, passion, and a whole lot of collaboration. We operate with an AI-first mindset, embedding intelligent tools into our daily workflows to work smarter and more efficiently. Every role here benefits from and contributes to this approach. If you're looking for meaningful work and challenges that grow you in a culture where people show up with purpose, this is your opportunity. Let’s build what’s next, together. What this role is all about The MAC (Moves, Adds, Changes) Coordinator is responsible for the end-to-end execution of customer change requests across the Infobip Voice platform. This role ensures seamless delivery of MAC orders by orchestrating cross-functional teams, maintaining customer alignment, and driving operational excellence across the service lifecycle. You will act as the central point of coordination between internal teams (Project Management, Provisioning, TAC/NOC, Procurement, and Customer Success) and external stakeholders to ensure timely, accurate, and scalable delivery of services. What you'll do Project & Order Management • Own the lifecycle of MAC orders from intake through delivery and closure • Coordinate scheduling, execution, and validation of service changes • Ensure all deliverables meet customer requirements, SLAs, and technical specifications • Proactively identify risks, dependencies, and potential delays—and mitigate them early Cross-Functional Coordination • Act as the primary liaison between internal teams including: o Provisioning, Service Activations, Procurement & Customer Success / Account Management • Align stakeholders on timelines, deliverables, and customer expectations Customer Engagement • Serve as a key point of contact for customers throughout MAC execution • Communicate status updates, milestones, and escalations clearly and proactively • Ensure a high-quality customer experience through transparency and accountability Process Excellence & Automation • Execute standardized MAC workflows • Identify opportunities for automation, AI integration, and operational efficiency • Contribute to documentation, playbooks, and knowledge base development. Documentation & Reporting • Maintain accurate and complete documentation for all MAC activities • Track order progress, milestones, and outcomes in internal systems Required Skills & Experience • 2+ years of experience in telecommunications, or project coordination • Proven experience managing projects across full lifecycle (initiation → delivery → support) • Strong understanding of voice services, VoIP, or telecom infrastructure • Experience coordinating with third-party vendors and cross-functional teams • Exceptional organizational and multitasking abilities • Strong written communication skills What makes you a strong fit • Customer-Centric Mindset – anticipates needs and delivers with precision • Execution Excellence – drives outcomes, not just activity • Cross-Functional Leadership – influences without authority • Adaptability – thrives in evolving systems and processes • Continuous Improvement – always looking for smarter, faster ways to deliver What Success Looks Like • MAC orders delivered on time, with zero surprises • High customer satisfaction and reduced escalations • Strong collaboration across Infobip Voice teams • Clear visibility into delivery metrics and performance Why you'll love it here • Financial rewards & recognition - A fair compensation aligned with your experience, industry, and market standards, performance-driven bonuses, regular reviews to support your growth and recognize your contributions, and a culture that values your impact. • Flexible work arrangements - We combine in-person collaboration with remote work and flexible working hours, because great ideas happen everywhere - and not always between 9 and 5. • ESOP (Employee Stock Ownership Plan) - As an Infobip employee, you’ll have the opportunity to share in our company’s success through stock options. • Work-life balance and Well-being - We offer time off when you need it, special leave days for life’s big moments, and a flexible hybrid work model tailored to local regulations. • Career mobility - Your career is a journey. With internal mobility, upskilling, and mentorship, we help you shape your path. • Professional development - Learning never stops. Onboarding, mentorship, and training programs help you grow - no matter where you start. • International mobility - Ready to take your career global? Explore short and long-term opportunities in our Hubs worldwide. While some benefits may vary by location, our goal remains the same: to support your growth, well-being, and success - wherever you are. Diversity drives connection Infobip is built on diverse backgrounds, perspectives, and talents. We’re proud to be an equal-opportunity employer and are committed to fostering an inclusive workplace. No matter your race, gender, age, background, or identity — if you have the passion and skills to thrive, there’s a place for you here. All qualified applicants will receive consideration for employment without regard to race, color, ancestry, religion, age, sex, sexual orientation, gender, gender identity, national origin, citizenship, disability, veteran status or any other part of one's identity. Read more about our hiring process . #LI-DM1