Carrier Relations Engineer

Zoom is seeking a Carrier Relations Engineer (CRE) for their Global Telecom Operations organization. The CRE will design, build, and support carrier-grade voice and messaging services, focusing on SIP trunk architecture and day-to-day management of telecom partners.

Responsibilities:

• Designing, building, and testing SIP trunking solutions for voice services, including redundancy, failover, and capacity planning
• Designing and maintaining 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 Analyzing call flows, signaling (SIP), and media (RTP) to troubleshoot and resolve quality and interoperability issues
• Managing relationships with assigned carrier partners and serving as the primary point of contact
• Coordinating carrier escalations and maintenance activities through ticketing and escalation processes
• Monitoring carrier performance metrics (ASR, ACD, PDD, MOS, delivery rates) and driving continuous improvement
• Supporting route optimization, cost management, and quality balancing initiatives
• Understanding and supporting 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
• Supporting SMS onboarding, testing, and troubleshooting, including delivery failures and compliance requirements
• Ensuring carrier connections and services comply with local and international telecom regulations
• Supporting regulatory requirements for new market entry, including numbering, CLI, SMS compliance, and lawful intercept obligations
• Working with legal, compliance, and carrier partners to address regulatory changes and audits
• Supporting onboarding of new carriers and expansion into new geographic markets
• Participating in technical due diligence for new carrier partnerships and services
• Providing engineering input for new product launches and service enhancements

Requirements:

• Demonstrate expertise in SIP trunking design, implementation, and troubleshooting
• Demonstrate expertise in carrier-grade VoIP, signaling protocols (SIP), RTP, codecs, and principles of call routing
• Work on troubleshooting UDP and TLS data flows effectively
• Design and oversee carrier network interconnections and implement BGP routing protocols effectively
• Possess practical understanding of SMS infrastructure and carrier messaging processes
• Demonstrate knowledge of telecommunications APIs and integrate systems effectively
• Demonstrate expertise in overseeing telecommunications vendors and suppliers
• Demonstrate experience using carrier ticketing platforms and managing escalation workflows effectively
• Understand telecom regulatory requirements across various regions
• Demonstrate exceptional abilities in troubleshooting, maintaining detailed documentation, and effectively conveying information through clear communication