Customer Delivery Analyst
Job Description
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 / Customer Delivery Analyst 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
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 order specifications
• Proactively identify risks, dependencies, and potential delays—and mitigate them early
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
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 administrative skills, experience in telecommunications, or project coordination
• Proven experience managing orders across full lifecycle (initiation → delivery → support)
• Knowledge 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
Demonstrates a strong willingness to learn, with a coachable mindset and a proactive approach to developing skills and growing within the role
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
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.