Infrastructure Service Specialist

About the role

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

Responsibilities

• 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 ServiceNow mobility workflows and processes; manage mobility-related financial controls and invoice approvals.
• Service Management: Maintain ServiceNow 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, ChoiceTel; 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.

Requirements

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

Qualifications

• 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 ServiceNow
• Proven capability in financial controls, vendor contract oversight, and telecom invoice processing
• In-depth understanding of carrier organization structures, workflows