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.

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

• Unified Communications & Telephony 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
• Contact Center & Collaboration Services 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
• Mobility Services 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
• Service Management 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.
• Vendor & Financial Management 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
• Business Relationship Management 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
  
  VoIP and telephony solutions
  
  Contact Center platforms
  
  Unified Communications services
  
  Mobility services
  
  Collaboration technologies

Bachelor’s degree7+ 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 - $…