Service Engineer - Zoom Phone

What You Can Expect

As a Service Engineer - Zoom phone, you will act as a technical escalation point for complex customer issues. Collaborating closely with Product Engineering, Product Management, and cross-functional teams. Your advanced expertise in VoIP, UCaaS / CCaaS solutions, and modern troubleshooting practices will be key in driving effective customer resolutions and shaping product improvements.

About The Team

Zoom is growing at an explosive pace by every measure - revenues, people, innovation, and customers. Led by Eric S. Yuan, the #1 ranked CEO on Glassdoor, our unique culture makes Zoom an awesome place to work. We are expanding teams across the organization. If you are motivated by delivering happiness, come join us!

What We're Looking For

• 4+ years of experience in unified communications and collaboration environments.
• Have expertise in SIP protocol analysis, VoIP call flows, and Session Border Controllers (SBCs).
• Have hands-on troubleshooting with IP phones and associated device ecosystems.
• Have proven experience supporting and troubleshooting contact center environments, with an understanding of call routing, agent workflows, workforce management, and related contact center technologies.
• Have a solid understanding of SBC platforms (e.g., ACME / Oracle, AudioCodes, Ribbon, etc.) and telephony software.
• Be proficient in using Wireshark and similar packet analysis tools.
• Have a good working knowledge of Python for automation and diagnostics.
• Have familiarity with cloud-based telephony (UCaaS / CCaaS) products and environments.

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. Click Learn for more information.

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.

Skills Required

Wireshark, Voip, Workforce Management, Call Routing, Python