Carrier Relations Engineer

Zoom • San Jose, CA

1d • Remote

About The Position

As a Carrier Relations Engineer, you'll design and implement SIP trunking solutions while managing relationships with carrier partners worldwide. Your role combines hands-on technical work, with strategic initiatives like expanding services into new markets. You'll collaborate across engineering, operations, and commercial teams in a dynamic environment that balances technical depth with vendor management and continuous service improvement. You'll join the Global Telecom Operations (GTO) organization, building and maintaining voice and messaging infrastructure that powers Zoom's communications platform. Our team manages carrier relationships across multiple regions, combining carrier engineers, infrastructure specialists, and operations managers who deliver reliable, high-quality telecom services at scale. We value technical excellence, collaborative problem-solving, and continuous learning, where your expertise will directly impact millions of users worldwide.

Requirements

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

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.

Benefits

• Variety of perks, benefits, and options to help employees maintain their physical, mental, emotional, and financial health
• Support work-life balance
• Contribute to their community in meaningful ways

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees