Carrier Relations Engineer
WFA Digital Insight
As the demand for remote communication solutions continues to soar, companies like Zoom are looking for skilled professionals to manage their carrier relations. With the global VoIP market expected to reach $55 billion by 2027, experts in SIP trunking, carrier interconnects, and telecom regulations are in high demand. Zoom's flexible work arrangements and commitment to innovation make it an attractive employer for those seeking a challenging role in the tech industry. Before applying, candidates should be prepared to showcase their technical expertise and experience in managing complex telecom systems.
Job Description
About the Role
The Carrier Relations Engineer plays a critical role in designing, building, and supporting carrier-grade voice and messaging services for Zoom's Global Telecom Operations organization. As a key member of the team, you will work closely with engineering, operations, and commercial teams to ensure compliance, maintain network reliability, and provide excellent call quality in emerging markets. Your day-to-day responsibilities will involve managing relationships with assigned carrier partners, troubleshooting technical issues, and optimizing carrier performance metrics.The successful candidate will be an expert in SIP trunking, carrier interconnects, and telecom regulations, with a strong understanding of VoIP principles, signaling protocols, and call routing. You will be comfortable working in a fast-paced environment, with a keen eye for detail and a passion for delivering high-quality results.
What You Will Do
- 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, routes, and services
- 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
What We Are Looking For
- 5+ years of experience in a similar role, with a strong background in SIP trunking, carrier interconnects, and telecom regulations
- Expertise in VoIP principles, signaling protocols (SIP), RTP, codecs, and principles of call routing
- Experience with UDP and TLS data flows, as well as BGP routing protocols
- Strong understanding of SMS infrastructure and carrier messaging processes
- Knowledge of telecommunications APIs and system integration
- Experience with carrier ticketing platforms and escalation workflows
- Strong analytical and problem-solving skills, with excellent communication and documentation skills
- Ability to work in a fast-paced environment, with a keen eye for detail and a passion for delivering high-quality results
Nice to Have
- Experience with Excel, particularly in data analysis and reporting
- Knowledge of IT service management frameworks, such as ITIL
- Familiarity with cloud-based telecom platforms and services
Benefits and Perks
- Competitive salary and benefits package
- Flexible work arrangements, including remote work options
- Opportunities for professional development and growth
- Access to cutting-edge technology and tools
- Collaborative and dynamic work environment
- Comprehensive health and wellness programs
- Generous paid time off and holiday leave
How to Stand Out
- Be prepared to showcase your technical expertise in SIP trunking, carrier interconnects, and telecom regulations
- Highlight your experience with VoIP principles, signaling protocols, and call routing
- Emphasize your analytical and problem-solving skills, as well as your ability to work in a fast-paced environment
- Make sure to include specific examples of your experience with carrier ticketing platforms and escalation workflows
- Research Zoom's company culture and values, and be prepared to discuss how you align with them
- Consider creating a portfolio or sample project that demonstrates your skills and experience in telecom engineering
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