Carrier Relations Engineer

Zoom Communications is a leading collaboration platform company, and they are seeking a Carrier Relations Engineer to design and implement SIP trunking solutions while managing relationships with carrier partners worldwide. This role involves a combination of technical work and strategic initiatives, collaborating across various teams to enhance telecom services and maintain high-quality infrastructure.

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

Requirements:

• Experience with SIP trunking design, implementation, and troubleshooting
• Excellence in managing telecommunications vendors and suppliers
• Solid understanding of carrier-grade VoIP, signaling (SIP), RTP, codecs, and call routing
• Experience designing and managing carrier interconnects, including working knowledge of SMS infrastructure and carrier messaging flows
• Familiarity with telecom APIs and system integrations, and working with carrier ticketing systems and escalation processes
• Understanding of telecom regulatory requirements across multiple regions along with troubleshooting, documentation and communication skills
• Experience supporting large-scale, high availability telecom platforms and familiarity with 10DLC messaging and compliance