Head of Global Telco Operations

Engineering (EN)


Head of Global Telco Operations

  • R9395
  • Bay Area, California, United States
  • Engineering (EN)
  • Full time

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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.

About the Team

Zoom is looking for a Head of Telco Operations to lead all carrier related operations. By joining us you will help build a platform that brings a global, reliable, cost-effective & regionally compliant carrier connectivity to Zoom, and 3rd parties. This platform will be a foundation for Zoom Phone, Zoom Contact Center & Zoom Meeting products' telco voice and SMS capabilities.

About the Role

  • Lead us to effectively build carrier platform roadmaps and produce quality deliverables with speed
  • Service level agreement 99.999% (IPES, RespOrg etc)
  • Zoom Phone Provider Exchange acceleration by interconnecting with global carriers
  • Lead carrier onboarding, peering, and relationship, including international expansion (Japan, Korea, etc.)
  • Diagnose carrier quality of service and reliability issues
  • Implement least cost routing to reduce cost
  • Develop instrumentation and tools to monitor call quality and call failures to support service level agreement
  • Work with product on spam and fraud control
  • Collaborate with cross-functional peers (i.e. product, engineering, legal, compliance, security) and strategically influence to shape product vision
  • Recruit top-notch technical talent and provide mentorship, coaching, and career development to team members
  • Guide architecture, design, and solve complex technical challenges as a hands-on leader
  • Promote end-2-end business priority, accountability & transparency for running carrier ecosystem as a lean, scalable, cost-effective & competitive platform

About You

  • You hold a Bachelor's Degree or Master's Degree(Computer Science or related major)
  • You have 10+ years of telephony experience, especially in VoIP related technologies (SIP/SRTP/SDP)
  • You have 6+ years of people management experience building and leading operation teams
  • You are familiar with ILEC, CLEC, IPES
  • You have experience working on cloud operations and working with regional carriers across the globe
  • You can operate in a fast-paced environment and want to supporting a growing business
  • You demonstrated experience in project management and technical recruiting
  • You have a track record in positively improving and motivating individual team members and supporting their career growth goals

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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