Carrier Relations Engineer

What you can expect

As a Carrier Relations Engineer, you’ll design and implement SIP trunking solutions while managing relationships with carrier partners worldwide. Your role combines hands-on technical work with strategic initiatives like expanding services into new markets. You’ll collaborate across engineering, operations, and commercial teams in a dynamic environment that balances technical depth with vendor management and continuous service improvement.

You’ll join the Global Telecom Operations (GTO) organization, building and maintaining voice and messaging infrastructure that powers Zoom’s communications platform. Our team manages carrier relationships across multiple regions, combining carrier engineers, infrastructure specialists, and operations managers who deliver reliable, high-quality telecom services  value technical excellence, collaborative problem solving, and continuous learning, where your expertise will directly impact millions of users worldwide.

• Designing, building and testing SIP trunking solutions for voice services, including redundancy, failover and capacity planning. Design and maintain carrier interconnects (IP and TDM where applicable) for voice and messaging traffic.
• Performing 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.
• Managing the relationships with assigned carrier partners, acting as the primary point of contact. Coordinate carrier escalations, outages and maintenance activities through ticketing and escalation processes.
• Monitoring carrier performance metrics (ASR, ACD, PDD, MOS, delivery rates) and driving continuous improvement. Support route optimization, cost management, and quality balancing initiatives.
• Supporting and understanding 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.
• Ensuring 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.
• Supporting onboarding of new carriers and expansion into new geographic markets. Participating in technical due diligence for new carrier partnerships and services while providing engineering input for new product launches and service enhancements.

• Bring experience with SIP trunking design, implementation and troubleshooting.
• Drive excellence in managing telecommunications vendors and suppliers.
• Demonstrate solid understanding of carrier-grade VoIP, signaling (SIP), RTP, codecs and call routing.
• Have experience designing and managing carrier interconnects, including working knowledge of SMS infrastructure and carrier messaging flows.
• Have familiarity with telecom APIs and system integrations, and working with carrier ticketing systems and escalation processes.
• Bring understanding of telecom regulatory requirements across multiple regions along with troubleshooting, documentation and communication skills.
• Own experience supporting large-scale, high availability telecom platforms and familiarity with 10
  
  DLC messaging and compliance.

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.

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. Click Learn for more information.

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