Carrier Relations Engineer
Engineering Operations
Carrier Relations Engineer
- R18529
- Remote, United States
- San Jose, California, United States
- Engineering Operations
- Full time
What you can expect
As a Carrier Relations Engineer, you'll design and implement SIP trunking solutions while managing relationships with carrier partners worldwide. Your role combines hands-on technical work, with strategic initiatives like expanding services into new markets. You'll collaborate across engineering, operations, and commercial teams in a dynamic environment that balances technical depth with vendor management and continuous service improvement.
About the Team
You'll join the Global Telecom Operations (GTO) organization, building and maintaining voice and messaging infrastructure that powers Zoom's communications platform. Our team manages carrier relationships across multiple regions, combining carrier engineers, infrastructure specialists, and operations managers who deliver reliable, high-quality telecom services at scale. We value technical excellence, collaborative problem-solving, and continuous learning, where your expertise will directly impact millions of users worldwide.
Responsibilities
Designing, building and testing SIP trunking solutions for voice services, including redundancy, failover and capacity planning. Design and maintain carrier interconnects (IP and TDM where applicable) for voice and messaging traffic.
Performing end-to-end testing, turn-up, and acceptance of new carriers, routes and services. Analyze call flows, signaling (SIP), and media (RTP) to troubleshoot and resolve quality and interoperability issues.
Managing the relationships with assigned carrier partners, acting as the primary point of contact. Coordinate carrier escalations, outages, and maintenance activities through ticketing and escalation processes.
Monitoring carrier performance metrics (ASR, ACD, PDD, MOS, delivery rates) and drive continuous improvement. Support route optimization, cost management, and quality balancing initiatives.
Supporting and understanding carrier infrastructure for voice and SMS, including APIs, signaling, routing, and delivery mechanisms. Collaborating with internal teams to integrate carrier APIs for provisioning, routing, reporting and automation.
Ensuring carrier connections and services comply with local and international telecom regulations. Support regulatory requirements for new market entry, including numbering, CLI, SMS compliance, and lawful intercept obligations.
Supporting onboarding of new carriers and expansion into new geographic markets. Participating in technical due diligence for new carrier partnerships and services while providing engineering input for new product launches and service enhancements
What we’re looking for
Bring experience with SIP trunking design, implementation, and troubleshooting.
Drive excellence in managing telecommunications vendors and suppliers.
Demonstrate solid understanding of carrier-grade VoIP, signaling (SIP), RTP, codecs, and call routing.
Have experience designing and managing carrier interconnects, including working knowledge of SMS infrastructure and carrier messaging flows.
Have familiarity with telecom APIs and system integrations, and working with carrier ticketing systems and escalation processes.
Bring understanding of telecom regulatory requirements across multiple regions along with troubleshooting, documentation and communication skills
Own experience supporting large-scale, high availability telecom platforms and familiarity with 10DLC messaging and compliance.
Ways of Working
Our structured hybrid approach is centered around our offices and remote work environments. The work style of each role, Hybrid, Remote, or In-Person is indicated in the job description/posting.
Benefits
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. Click Learn for more information
About Us
Zoomies help people stay connected so they can get more done together. We set out to build the best collaboration platform 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 Webinars. 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.
Our Commitment
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.
Salary Range or On Target Earnings:
Minimum:
$98,900.00Maximum:
$228,700.00In addition to the base salary and/or OTE listed Zoom has a Total Direct Compensation philosophy that takes into consideration; base salary, bonus and equity value.
Note: Starting pay will be based on a number of factors and commensurate with qualifications & experience.
We also have a location based compensation structure; there may be a different range for candidates in this and other locations
At Zoom, we offer a window of at least 5 days for you to apply because we believe in giving you every opportunity. Below is the potential closing date, just in case you want to mark it on your calendar. We look forward to receiving your application!
Anticipated Position Close Date:
Ways of Working
Our structured hybrid approach is centered around our offices and remote work environments. The work style of each role, Hybrid, Remote, or In-Person is indicated in the job description/posting.
Benefits
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. Click Learn for more information.
About Us
Zoomies help people stay connected so they can get more done together. We set out to build the best collaboration platform 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 Webinars.
We’re problem-solvers, working at a fast pace to design solutions with our customers and users in mind. Find room to grow with opportunities to stretch your skills and advance your career in a collaborative, growth-focused environment.
Our Commitment
At Zoom, we believe great work happens when people feel supported and empowered. We’re committed to fair hiring practices that ensure every candidate is evaluated based on skills, experience, and potential. If you require an accommodation during the hiring process, let us know—we’re here to support you at every step.
If you need assistance navigating the interview process due to a medical disability, please submit an Accommodations Request Form and someone from our team will reach out soon. This form is solely for applicants who require an accommodation due to a qualifying medical disability. Non-accommodation-related requests, such as application follow-ups or technical issues, will not be addressed.
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