Senior Telephony Engineer

Zoom - Boise, ID

Full-time - Senior

Remote - Boise, ID

Administrative and Support Services

About the position

The Senior Telephony Engineer at Zoom is responsible for managing and supporting the telecom infrastructure that connects various Zoom services, including Audio Conferencing, Zoom Phone, and Zoom Contact Center. This role involves ensuring the stability and security of the infrastructure, providing Tier-3 support for carrier connectivity issues, and leading troubleshooting efforts. The engineer will also design and implement monitoring systems to enhance service reliability and routing efficiency, while managing multiple projects to maintain high customer satisfaction.

Responsibilities

• Supporting Zoom's SIP based products and global carrier services.
• Working closely with Carrier Ops, DevOps, and Networking teams for deploying and testing carrier trunks.
• Collaborating with Solution Engineers, Customers, and Engineering teams for designing and implementing SIP Connected Audio (SCA) solutions.
• Providing Tier-3 level support for carrier connectivity issues.
• Leading troubleshooting and escalation efforts with service providers.
• Initiating and implementing product enhancements to improve routing efficiency and service reliability.
• Designing and implementing monitoring systems for trunk status and utilization.
• Building real-time monitors to detect carrier issues, configure alerting, analyze trends, and aid in troubleshooting.
• Managing multiple projects and meeting deadlines while maintaining a high level of customer satisfaction.
• Following the operational process and taking rotational on-call work.

Requirements

• 5+ years working within the Telecommunications industry, either for a Carrier or having managed Carriers.
• 3+ years' experience working at or with Enterprise level companies.
• Deep understanding of SIP, RTP, RTCP, TLS, SRTP, and related technologies.
• Familiarity with TCP handshake, Wireshark, packet capture, Spearline, SIP call flows, and TLS configurations and troubleshooting.
• Good understanding of various SBC platforms and telephony software (e.g., FreeSwitch, Ribbon SBC, PSX, and OpenSIP).
• Understanding of voice quality as it applies to packet loss, jitter, MoS, QoS.
• Proficiency in BGP network routing protocol and VoIP architectures.
• Familiarity with Jira, Confluence, Kentik, Linux, and Networking protocols.

Nice-to-haves

• Experience in ELK, Grafana, Splunk, and other monitoring/scripting tools.

Benefits

• Comprehensive health, dental, and vision insurance.
• 401(k) retirement plan with company matching.
• Flexible work hours and hybrid work environment.
• Paid time off and holidays.
• Professional development opportunities.
• Employee wellness programs.