Carrier Relations Engineer

What you can expect At Zoom, we are searching for a Carrier Relations Engineer (CRE) for the Global Telecom Operations organization. The CRE designs, builds, and supports carrier‑grade voice and messaging services. This role handles SIP trunk architecture, carrier interconnects, and day‑to‑day management of assigned telecom partners. About the Team The CRE works with engineering, operations, and commercial teams to enhance services, ensuring compliance, maintaining network reliability, and delivering excellent call quality in emerging markets. Responsibilities Design, build, and test SIP trunking solutions for voice services, including redundancy, failover, and capacity planning. Design and maintain carrier interconnects (IP and TDM) for voice and messaging traffic. Perform end‑to‑end testing, turn‑up, and acceptance of new carriers and routes; analyze call flows, signaling (SIP), and media (RTP) to troubleshoot and resolve quality and interoperability issues. Manage relationships with assigned carrier partners and serve as the primary point of contact. Coordinate carrier escalations and maintenance activities through ticketing and escalation 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 mechanisms. Collaborate with internal teams to integrate carrier APIs for provisioning, routing, reporting, and automation. Support SMS onboarding, testing, and troubleshooting, including delivery failures and compliance requirements. 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 obligations. Work with legal, compliance, and carrier partners to address regulatory changes and audits. Support onboarding of new carriers and expansion into new geographic markets. Participate in technical due diligence for new carrier partnerships and services. Provide engineering input for new product launches and service enhancements. What we’re looking for Expertise in SIP trunking design, implementation, and troubleshooting. Expertise in carrier‑grade VoIP, signaling protocols (SIP), RTP, codecs, and principles of call routing. Strong skills in troubleshooting UDP and TLS data flows, designing and overseeing carrier network interconnections, and implementing BGP routing protocols. Practical understanding of SMS infrastructure and carrier messaging processes. Knowledge of telecommunications APIs and integration of systems. Experience overseeing telecommunications vendors and suppliers. Experience using carrier ticketing platforms and managing escalation workflows. Understanding of telecom regulatory requirements across various regions. Exceptional troubleshooting, documentation, and clear communication skills. Salary Range or On Target Earnings Minimum: $124,000.00 Maximum: $271,200.00 Base salary, bonus, and equity value are considered in the total direct compensation philosophy. Benefits Zoom’s benefits program offers a variety of perks, benefits, and options to support physical, mental, emotional, and financial health, work‑life balance, and community contribution. Learn more benefits at Ways of Working The role is structured within Zoom’s hybrid approach, with hybrid, remote, or in‑person options indicated in the posting. EEO Statement We believe that the unique contributions of all Zoomies are the driver of our success. We never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, marital, veteran, or disability status. Zoom is an equal‑opportunity workplace and an affirmative action employer. All your information will be kept confidential according to EEO guidelines. #J-18808-Ljbffr Zoom