Carrier Engineer (Voice Infrastructure)

Engineering

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Carrier Engineer (Voice Infrastructure)

  • R8558
  • Remote, United States
  • Engineering
  • Full time

Work Styles at Zoom

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About Us

Zoomies help people stay connected so they can get more done together. We set out to build the best video product for the enterprise, and today help people communicate better with products like Zoom Contact Center, Zoom Phone, Zoom Events, Zoom Apps, Zoom Rooms, and Zoom Webinar.

We’re problem-solvers, working at a fast pace to design solutions with our customers and users in mind. Here, you’ll work across teams to deliver impactful projects that are changing the way people communicate and enjoy opportunities to advance your career in a diverse, inclusive environment.

You will be part of the Zoom Phone Voice Infrastructure team that maintains our edge voice infrastructure for our Cloud PBX and Contact Center Platforms. Our team maintains our SBC and SIP Trunking components as well as our interconnections with our carriers and customers. In this role, you will be in charge of onboarding new carrier partners, troubleshooting issues that arise with telecom partners, handling telecom-related escalations, and managing the technical relationship with various telecom partners.

You will work with our Development, Product and Operations teams to identify partners for various product needs and work with those partners on the technical aspects of the relationship to onboard those carriers onto the Zoom platform. Daily tasks may include (but not limited to) meetings with carrier partners to design circuit and SIP trunking architecture; Working with carrier partners to gather the information needed for the SBC engineers to be able to build the SIP trunking on the Zoom infrastructure; Performing extensive testing to ensure quality, redundancy and resiliency in the interconnections with carrier partners; Documenting all information for the infrastructure between Zoom and the carrier partner for reference by the rest of the team and other teams; Working with various other departments to ensure smooth operation of different work flows between Zoom and the carrier partner; and Troubleshooting carrier-related issues that get escalated to the Voice Infrastructure team.

Responsibilities

  • You will work as part of the team to design and turn up highly available, resilient carrier partner connectivity
  • You will monitor and analyze traffic patterns and trends to ensure capacity of carrier interconnects and trunking 
  • You will work with a variety of carriers to test and turn up SIP trunking to the Zoom Phone voice infrastructure
  • You will review network design and configuration and make recommendations to improve functionality, resiliency and quality
  • You will diagnose, troubleshoot and resolve service issues related to VoIP telephony platforms and applications
  • You will perform rigorous testing on all new carrier/partner interconnections and trunking to ensure high uptime and quality
  • You will follow operational process and take rotational on call work
  • You will run queries against SIP Logs and Accounting Records to develop monitoring, configure alerting, analyze trends, and aid in troubleshooting

Requirements

  • You have experience onboarding new carriers and partners
  • You have experience coordinating with multiple teams and stakeholders to ensure product needs are met
  • You have experience with designing redundant and resilient voice networks
  • You have experience working with partners in multiple time zones around the globe
  • You have experience managing ticketing process with carriers and providing escalation support
  • You have experience developing new and streamlining existing processes in the carrier onboarding process
  • You have experience managing multiple concurrent projects with multiple work streams across cross-functional teams both within the company and with carrier partners
  • You have experience providing troubleshooting support for issues with existing carriers

- Organize and drive test and turn up of services with carrier partners
- Organize technical resources to complete builds in a timely fashion
- Ensure operational readiness of carriers prior to launch of service 
- Present Zoom phone technical standards to carrier partners and work with the partner to align to the standards
- Document each onboarding for each step of the process
 

Bonus Points

  • You have 3+ years of experience working directly with/for Telecom Carriers
  • You have knowledge of Networking Technologies such as BGP, MPLS, DWDM, etc.
  • You have extensive knowledge of SIP trunking and SIP standards
  • You have an understanding of call flows in multiple environments
  • You're Bilingual/Multilingual
     

We believe that the unique contributions of all Zoomies is the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. Zoom is proud to be an equal opportunity workplace and is an affirmative action employer. All your information will be kept confidential according to EEO guidelines. 

We welcome people of different backgrounds, experiences, abilities and perspectives including qualified applicants with arrest and conviction records and any qualified applicants requiring reasonable accommodations in accordance with the law. If you need any assistance or accommodations due to a medical condition, or if you need assistance accessing our website or completing the application process, please let us know by emailing us at careers@zoom.us.

Zoom requires all U.S. employees who will work in person at a Zoom office, attend in-person Zoom meetings or have in-person customer meetings to be fully vaccinated.  Zoom will consider requests for reasonable accommodations for religious or medical reasons as required under applicable law.

At Zoom, we care about our employees, their families, and their well-being. As part of our award-winning workplace culture and commitment to delivering happiness, our benefits program offers a variety of perks, benefits, and options to help employees maintain their physical, mental, emotional, and financial health; support work-life balance; and contribute to their community in meaningful ways. To view our benefits, click here.

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Fraudulent Employment Offers

Zoom is aware of scams that involve fake Zoom job listings posted on third-party sites. Responding applicants are contacted primarily over email, InMail and/or chat applications by people impersonating Zoom employees. Eventually a fake offer letter is sent in exchange for personal identification information as part of a fake new-hire screening process.

Please be advised that these offers, communications and impersonations are illegitimate and fraudulent. All communication with Zoom employees come from a “@zoom.us” email address. Zoom job applicants complete an interview process including in-person (on Zoom) meetings and phone calls. Our process also requires you to create an account with our applicant tracking system, Workday.

Zoom will never ask for your personally identifying information during the interview process or ask you to pay money or purchase equipment. If you have received a message from Zoom that appears suspicious, please contact careers@zoom.us. 

 

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