Carrier Relations Engineer
Job Summary
The Carrier Relations Engineer designs, builds, and supports carrier-grade voice and messaging services for Zoom's global telecom operations. This role focuses on SIP trunk architecture, managing carrier interconnects, and maintaining network reliability and call quality. The position involves collaboration with engineering and commercial teams to ensure global regulatory compliance and effective telecom partner management.
Responsibilities
- Design and test SIP trunking solutions
- Manage carrier interconnects and performance metrics
- Troubleshoot call quality and signaling issues
- Ensure global telecom regulatory compliance
- Collaborate with internal teams on API integration
Required Skills
- Expertise in SIP, VoIP, and signaling protocols
- Strong knowledge of BGP routing and network interconnections
- Proficiency in SMS infrastructure and telecom APIs
- Experience in carrier relationship management
- Strong troubleshooting and documentation skills
Job Details
### 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 voice and messaging traffic.
- Performing end-to-end testing, turn-up, and acceptance of new carriers and routes.
- 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.
### 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.