What you can expect

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.

About the Team

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.

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.

What we’re looking for

• 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.

Salary Range or On Target Earnings:

Minimum:

Maximum:

In addition to the base salary and/or OTE listed Zoom has a Total Direct Compensation philosophy that takes into consideration; base salary, bonus and equity value.

Note: Starting pay will be based on a number of factors and commensurate with qualifications & experience.

We also have a location based compensation structure; there may be a different range for candidates in this and other locations

At Zoom, we offer a window of at least 5 days for you to apply because we believe in giving you every opportunity. Below is the potential closing date, just in case you want to mark it on your calendar. We look forward to receiving your application!

Ways of Working
Our structured hybrid approach is centered around our offices and remote work environments. The work style of each role, Hybrid, Remote, or In-Person is indicated in the job description/posting.

Benefits
As part of our award-winning workplace culture and commitment to delivering happiness, our benefits program offers a variety of perks, benefits, and options to help employees maintain their physical, mental, emotional, and financial health; support work-life balance; and contribute to their community in meaningful ways.

About Us
Zoomies help people stay connected so they can get more done together. We set out to build the best collaboration platform for the enterprise, and today help people communicate better with products like Zoom Contact Center, Zoom Phone, Zoom Events, Zoom Apps, Zoom Rooms, and Zoom Webinars.
We’re problem-solvers, working at a fast pace to design solutions with our customers and users in mind. Find room to grow with opportunities to stretch your skills and advance your career in a collaborative, growth-focused environment.

Our Commitment

At Zoom, we believe great work happens when people feel supported and empowered. We’re committed to fair hiring practices that ensure every candidate is evaluated based on skills, experience, and potential. If you require an accommodation during the hiring process, let us know—we’re here to support you at every step.

If you need assistance navigating the interview process due to a medical disability, please submit an Accommodations Request Form and someone from our team will reach out soon. This form is solely for applicants who require an accommodation due to a qualifying medical disability. Non-accommodation-related requests, such as application follow-ups or technical issues, will not be addressed.

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