Carrier Operations Engineer

Zoom•San Jose, CA

6d•Hybrid

About The Position

The purpose of the Carrier Operations Engineer is to provide technical evaluation as well as onboarding of services with potential or existing Telephony Carriers. The Carrier Solution Engineer should maintain technical knowledge of both Networking and VoIP technologies and can apply that knowledge in interconnecting a carrier to the Zoom Telephony Platform. Responsibilities o Establish and maintain strong working relationships with global telecom carriers sales engineering and service assurance teams o Vendor Escalation Management, Manage complex vendor escalations and ensure timely resolution o Must have experience working in a global environment and with global regulatory requirements o Coordinate between Business Units to translate technical and commercial needs into viable interconnection solutions for backbone, IP Transit, wavelengths and MPLS o Experienced in building operational performance reports o Provide technical input on MSA/SLAs o Collaborate with Carrier Provisioners to track and manage procurement and delivery of telecom infrastructure services such as IP transit, wavelength, MPLS. o Support internal production teams with carrier escalation support o Partner with Network Engineering to provide ongoing support to all internal business teams, participating in designs and troubleshooting telecom related issues o Participate in network and financial costs analysis and identify where efficiencies can be achieved. Skills/Qualifications: o Bachelor’s degree and 5yrs experience in within the telecommunication industry o Strong working knowledge on global telecom concepts; circuit procurement, delivery and service assurance procedures. o 3-5 years experience designing or maintaining Wide Area Networks, Multi-homed Internet connectivity, and SIP infrastructures. o Experienced with carrier relations management, (supplier mgmt) fostering a relationship with technical account teams. o Ability to articulate and troubleshoot layer 1, 2, and 3 connectivity. o Confidence and ability to lead troubleshooting and escalation efforts with service providers o Knowledge of milestones within the Telecom provisioning process and how to manage the lifecycle o Must be a self-starter able to work without close supervision and to think independently. o Excellent interpersonal communications skills including a proven ability to listen and understand customers, as well as ability to working in a team environment o Excellent organizational, problem solving and time management skills o Experience working in Grafana a plus o Practical experience in scripting or coding with one language a plus o Low-Code/No-Code Tools: Experience with low-code or no-code platforms (e.g., Microsoft Power Automate, Zapier, or similar tools) to develop and deploy efficient, scalable workflows and solutions without extensive coding. o Experience working with GSuite, Visio and Jira is a plus Additional Core Responsibilities o Support carrier onboarding, technical validation of new carriers o Build and maintain trusting relationships with internal stakeholders to support carrier evaluation, technical design, service provisioning, and escalation support o Collaborate with Procurement team to perform RFPs for new services (transit, point-to-point, MPLS/SIP, etc.) o Review and validate telco KMZs, ensuring accurate circuit design, path diversity o Assist Telco Provisioning with circuit test & turn-up o Maintain strong awareness of carrier on-net presence to support Zoom global data center footprint o Partner with Cost Analysts to capture and keep current of telecom rates o Globally scout and develop a carrier portfolio to support new Infrastructure Requirements

Requirements

Bachelor’s degree and 5yrs experience in within the telecommunication industry
Strong working knowledge on global telecom concepts; circuit procurement, delivery and service assurance procedures.
3-5 years experience designing or maintaining Wide Area Networks, Multi-homed Internet connectivity, and SIP infrastructures.
Experienced with carrier relations management, (supplier mgmt) fostering a relationship with technical account teams.
Ability to articulate and troubleshoot layer 1, 2, and 3 connectivity.
Confidence and ability to lead troubleshooting and escalation efforts with service providers
Knowledge of milestones within the Telecom provisioning process and how to manage the lifecycle
Must be a self-starter able to work without close supervision and to think independently.
Excellent interpersonal communications skills including a proven ability to listen and understand customers, as well as ability to working in a team environment
Excellent organizational, problem solving and time management skills
Must have experience working in a global environment and with global regulatory requirements

Nice To Haves

Experience working in Grafana a plus
Practical experience in scripting or coding with one language a plus
Low-Code/No-Code Tools: Experience with low-code or no-code platforms (e.g., Microsoft Power Automate, Zapier, or similar tools) to develop and deploy efficient, scalable workflows and solutions without extensive coding.
Experience working with GSuite, Visio and Jira is a plus

Responsibilities

Establish and maintain strong working relationships with global telecom carriers sales engineering and service assurance teams
Vendor Escalation Management, Manage complex vendor escalations and ensure timely resolution
Coordinate between Business Units to translate technical and commercial needs into viable interconnection solutions for backbone, IP Transit, wavelengths and MPLS
Experienced in building operational performance reports
Provide technical input on MSA/SLAs
Collaborate with Carrier Provisioners to track and manage procurement and delivery of telecom infrastructure services such as IP transit, wavelength, MPLS.
Support internal production teams with carrier escalation support
Partner with Network Engineering to provide ongoing support to all internal business teams, participating in designs and troubleshooting telecom related issues
Participate in network and financial costs analysis and identify where efficiencies can be achieved.
Support carrier onboarding, technical validation of new carriers
Build and maintain trusting relationships with internal stakeholders to support carrier evaluation, technical design, service provisioning, and escalation support
Collaborate with Procurement team to perform RFPs for new services (transit, point-to-point, MPLS/SIP, etc.)
Review and validate telco KMZs, ensuring accurate circuit design, path diversity
Assist Telco Provisioning with circuit test & turn-up
Maintain strong awareness of carrier on-net presence to support Zoom global data center footprint
Partner with Cost Analysts to capture and keep current of telecom rates
Globally scout and develop a carrier portfolio to support new Infrastructure Requirements