Service Engineer - Zoom Phone

India

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Telecommunications, SoftwareIndustries

Requirements

Candidates must have over 4 years of experience in unified communications and collaboration environments. Required expertise includes SIP protocol analysis, VoIP call flows, Session Border Controllers (SBCs), IP phone troubleshooting, and supporting contact center environments. A solid understanding of SBC platforms, telephony software, Python for automation, and cloud-based telephony products is also necessary. Proficiency with Wireshark and similar packet analysis tools is essential.

Responsibilities

The Service Engineer will act as a technical escalation point for complex customer issues related to Zoom Phone. They will collaborate with Product Engineering, Product Management, and cross-functional teams to drive effective customer resolutions and contribute to product improvements. Responsibilities include troubleshooting VoIP, UCaaS/CCaaS solutions, and modern diagnostic practices.

Skills

VoIP

UCaaS

CCaaS

SIP protocol analysis

VoIP call flows

Session Border Controllers (SBCs)

IP phones

contact center environments

call routing

agent workflows

workforce management

ACME/Oracle SBC

AudioCodes SBC

Ribbon SBC

Wireshark

packet analysis

Python

cloud-based telephony

Zoom

Video conferencing and online meeting solutions

About Zoom

Zoom provides video conferencing and online meeting solutions that allow users to conduct virtual meetings, webinars, and collaborative sessions. Its main product is video conferencing software, which enables high-quality video and audio communication, along with features like screen sharing, group messaging, and virtual backgrounds. Zoom also offers specialized products for larger events, such as Zoom Webinars and Zoom Events. The company operates on a freemium model, providing basic services for free while charging for advanced features through subscription plans tailored for various users, including businesses, educational institutions, and healthcare providers. Zoom stands out from competitors due to its user-friendly interface, reliable performance, and scalability for different needs, making it a vital tool for remote work, online education, telehealth, and social interactions.

San Jose, CaliforniaHeadquarters

2013Year Founded

$144.5MTotal Funding

IPOCompany Stage

Enterprise Software, Education, HealthcareIndustries

10,001+Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

Hybrid Work Options

Flexible Work Hours

Stock Options

Company Equity

Paid Vacation

Paid Sick Leave

Risks

Increased competition from Microsoft Teams and Google Meet threatens Zoom's market share.

Privacy concerns and regulatory scrutiny could impact Zoom's operations and reputation.

Hybrid work models may reduce demand for virtual meetings, affecting Zoom's growth.

Differentiation

Zoom offers a user-friendly interface with reliable performance for virtual meetings.

The platform supports diverse needs, including remote work, education, and telehealth.

Zoom's freemium model attracts a wide range of users with scalable subscription options.

Upsides

Zoom integrates AI tools to enhance virtual meeting effectiveness and productivity.

The expansion of 5G networks improves Zoom's video conferencing quality and accessibility.

Zoom's secure, HIPAA-compliant solutions drive demand in the telehealth sector.

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