Carrier Relations Engineer

Zoom

3d•Remote

About The Position

At Zoom, we are seeking a Carrier Relations Engineer (CRE) for the Global Telecom Operations organization. The purpose of the CRE is to design, build, and support carrier-grade voice and messaging services. This role is responsible for SIP trunk architecture, carrier interconnects, and day-to-day management of assigned telecom partners. The Carrier Relations Engineer works with engineering, operations, and commercial teams to enhance services to ensure compliance, maintain network reliability, and provide excellent call quality in emerging markets.

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.

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 voiceand 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.