Carrier Relations Engineer

About the Carrier Relations Engineer Role at Zoom

As a Carrier Relations Engineer at Zoom, you will be instrumental in designing and implementing SIP trunking solutions, while also cultivating and managing relationships with global carrier partners. This dynamic role combines deep technical work with strategic initiatives, such as service expansion into new markets, and requires collaboration across various engineering, operations, and commercial teams. You will balance technical depth with critical vendor management and continuous service improvement in a fast-paced environment.

About The Team

Join Zoom's Global Telecom Operations (GTO) organization, where you will contribute to building and maintaining the voice and messaging infrastructure that powers Zoom's communications platform. The team consists of carrier engineers, infrastructure specialists, and operations managers who deliver reliable, high-quality telecom services at scale across multiple regions. We emphasize technical excellence, collaborative problem-solving, and continuous learning, ensuring your expertise directly impacts millions of users worldwide.

Key Responsibilities

• Design, build, and test SIP trunking solutions for voice services, focusing on redundancy, failover, and capacity planning.
• Design and maintain carrier interconnects (IP and TDM where applicable) for voice and messaging traffic.
• Perform end-to-end testing, turn-up, and acceptance of new carriers, routes, and services.
• Analyze call flows, signaling (SIP), and media (RTP) to troubleshoot quality and interoperability issues.
• Manage relationships with assigned carrier partners, acting as the primary point of contact.
• Coordinate carrier escalations, outages, and maintenance through established ticketing processes.
• Monitor carrier performance metrics (ASR, ACD, PDD, MOS, delivery rates) and drive continuous improvement.
• Support route optimization, cost management, and quality balancing initiatives.
• Understand and support carrier infrastructure for voice and SMS, including APIs, signaling, routing, and delivery.
• Collaborate with internal teams to integrate carrier APIs for provisioning, routing, reporting, and automation.
• Ensure 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.
• Support onboarding of new carriers and expansion into new geographic markets.
• Participate in technical due diligence for new carrier partnerships and provide engineering input for product launches.

What We're Looking For

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

Key Skills/Competency

• SIP Trunking
• Carrier Management
• VoIP
• Telecommunications
• RTP/Codec
• Call Routing
• SMS Infrastructure
• Regulatory Compliance
• Network Operations
• Troubleshooting