Operations Engineer

Zoom • San Jose, CA

29d • Hybrid

About The Position

This role is part of the Voice Infrastructure team within the Global Telecom Operations Group. It supports edge voice infrastructure for Zoom products and integrations. Responsibilities include managing SBC, SIP Trunking components, carrier interconnections, customer connections, and other voice-related integrations. This position involves collaborating with Development, Product, Operations teams, and carrier partners to design and implement resilient telephony systems. Responsibilities include setting up new SIP trunking with partners, evaluating strategies for high-quality telephony, and designing platforms to support Zoom products or integrate external services. Expertise in VoIP technologies and global telephony systems is required, along with knowledge of international telecom regulations. Tasks focus on ensuring telephony reliability, redundancy, and seamless integration for premium user experiences across diverse regions.

Requirements

• Demonstrate advanced knowledge of SIP, RTP, RTCP, TLS, SRTP, and associated technologies and protocols.
• Have an analytical approach to troubleshooting and problem solving that is great in isolation, triage and correlation
• Possess knowledge and experience with PSTN carrier infrastructure, architecture and related technologies
• Have a background and experience with US carrier regulations, requirements, architecture and operations
• Have experience in partnering with carriers around the globe and ability to work with them to achieve high quality service for Zoom Phone customers
• Demonstrate the ability to work in a busy environment
• Take initiative and ownership in seeking out solutions for problems to optimize performance and quality
• Team and cooperative work ethic and approach
• Demonstrate written and verbal communications skills working with vendors and external partners
• Possess the ability to handle multiple tasks simultaneously

Responsibilities

• Participating in designing, configuring, and maintaining a reliable SIP network.
• Configuring Ribbon SBCs and PSX for SIP trunking and global routing.
• Monitoring and analyzing traffic patterns to ensure sufficient SIP infrastructure capacity, including components, resources, and licensing.
• Collaborating with various carriers to test and establish SIP trunking for Zoom Phone voice systems.
• Understanding international telephony regulations and proposing compliant solutions.
• Reviewing network designs and configurations to recommend improvements in functionality and quality.
• Diagnosing, troubleshooting, and resolving issues related to VoIP telephony platforms and applications.
• Following operational processes and performing rotational on-call responsibilities.
• Running queries on SIP logs and CDRs to develop monitoring, configure alerts, analyze trends, and assist with troubleshooting.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed