Infrastructure Service Specialist

About Carrier

Carrier Global Corporation, global leader in intelligent climate and energy solutions, is committed to creating innovations that bring comfort, safety and sustainability to life. Through cutting-edge advancements in climate solutions such as temperature control, air quality and transportation, we improve lives, empower critical industries and ensure safe transport of food, lifesaving medicines and more. Since inventing modern air conditioning in 1902, we lead with purpose: enhancing the lives we live and the world we share.

We continue to lead because of our world-class, inclusive workforce that puts the customer at the center of everything we do. For more information, visit  or follow on Carrier social media at @Carrier.

The role encompasses operational ownership as well as vendor management, service management, stakeholder engagement, and technology transformation initiatives.

• Manage and enhance global voice and PSTN services
• Own and support Zoom Phone and related telecommunications platforms.
• Perform number management and porting activities
• Manage call queues, IVR systems, SMS services, and call routing
• Support new site deployments, acquisitions, divestitures, and organizational changes

• Support and administer Contact Center platforms
• Manage and enhance collaboration technologies
• Deliver KPI reporting and service quality improvements
• Drive AI enablement and innovation within communication platforms

• Own mobility operations for: AT&T Verizon T-Mobile Tangoe
• Manage the complete mobile device lifecycle
• Oversee joiner, mover, and leaver processes
• Coordinate provisioning, upgrades, replacements, and device recycling activities
• Own Service Now mobility workflows and processes
• Manage mobility-related financial controls and invoice approvals

• Maintain Service Now governance for Telecommunications and Unified Communications services.
• Ensure effective management of:
  Incidents Requests Problems Changes
• Drive SLA adherence and continuous service quality improvements.

• Manage relationships with strategic service providers including: AT&T Verizon T-Mobile Zoom Choice Tel
• Oversee contract and license management
• Drive cost optimization initiatives
• Review and approve telecommunications-related invoices and expenditures

• Partner with:
  General Managers Operations Managers Business Unit Leadership Teams
• Understand business requirements and provide technology solutions
• Lead customer escalations and service issue resolution
• Ensure high levels of customer satisfaction for communication services

• Contact Center platforms
• Unified Communications services
• Mobility services
• Collaboration technologies

• Bachelor’s degree
• 7+ years of professional experience supporting telecommunications, unified communications, or enterprise infrastructure services

• Advanced knowledge of VoIP, PSTN, Zoom Phone, and Contact Center platform administration
• Direct operational experience managing enterprise carrier systems (AT&T, Verizon, T-Mobile) and mobility platforms (Tangoe)
• Applied experience managing ITIL processes (Incident, Request, Problem, Change) within Service Now
• Proven capability in financial controls, vendor contract oversight, and telecom invoice processing
• In-depth understanding of carrier organization structures, workflows, and enhancement programs
• Hands-on experience driving AI tool integration or workflow automation within collaboration platforms
• Demonstrated ability to communicate effectively with executive leadership and operational stakeholders

The annual salary for this position is between $79,000.00 - $ annually. Factors which may affect pay within this range include, but are not limited to, skills, education, experience, and other unique qualifications of the successful candidate. The pay range will not be below the minimum wage applicable to the jurisdiction in which the applicant is to be employed.

This position may be entitled to short-term cash incentives, subject to plan requirements.

• Health Care Benefits
  :
  Medical, Dental, Vision;
  Wellness incentives

• Retirement Benefits

• Time off and Leave
  :
  Paid vacation days, up to 15 days; paid sick days, up to 5 days; paid personal leave, up to 5 days; paid holidays, up to 13 days; birth and adoption leave; parental leave; family and medical…