Carrier Relations Engineer

Zoom is a company that helps people stay connected through their collaboration platform. They are seeking a Carrier Relations Engineer to design and implement SIP trunking solutions while managing relationships with carrier partners globally, ensuring reliable telecom services and expanding into new markets.

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