Infrastructure Service Specialist

Carrier; Florida; Hybrid; USD 79,000 - 158,000; Full time

Benefits offered by this job

Health care benefits

Retirement benefits

Paid time off

Bonus potential

Job summary

Carrier Global Corporation seeks an Infrastructure Service Specialist to own and optimize unified communications, telephony, and mobility services in a remote Florida setting. You will lead global voice services, manage contact center platforms, and advance AI-enabled workflows across collaboration tools, while ensuring service quality and cost efficiency.

The role requires extensive ITIL discipline, ServiceNow governance, and experience with enterprise carrier ecosystems; strong communication

Qualifications

• Bachelor’s degree or equivalent in a related field.
• Advanced knowledge of VoIP, PSTN, Zoom Phone, and Contact Center platforms.
• Experience managing enterprise carrier systems and mobility platforms; ITIL and ServiceNow familiarity.

Responsibilities

• Manage and enhance global voice and PSTN services; Zoom Phone support.
• Administer Contact Center platforms and collaboration technologies.
• Drive AI enablement within communication platforms.
• Oversee mobility operations and end-to-end device lifecycle.
• Ensure SLA adherence and service quality improvements.

Skills

Executive communication

Vendor relationship management

ITIL processes knowledge

Education

Bachelor’s degree

Tools

VoIP

PSTN

Zoom Phone

Contact Center platforms

ServiceNow

AI tool integration

Workflow automation

Job description

## Infrastructure Service SpecialistApply: Remote: CAFLO: Carrier-Home Florida Remote Location, Remote City, FL, 33412 USA: Full time: Posted Today: 30216738**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 corporate.carrier.com 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. Key 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 servicesVoIP and telephony solutions* Contact Center platforms* Unified Communications services* Mobility services* Collaboration technologiesMinimum Requirements* Bachelor’s degree* 7+ years of professional experience supporting telecommunications, unified communications, or enterprise infrastructure servicesPreferred 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, 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**Pay Range**The annual salary for this position is between $79,000.00 - $158,000.00 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.**Other Compensation**This position may be entitled to short-term cash incentives, subject to plan requirements.**Benefits**Employees are eligible for benefits, including:* **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 leave; bereavement leave; jury duty leave; military leave; purchased vacation* **Disability**: Short-term and long-term disability* **Life Insurance and Accidental Death and Dismemberment*** **Tax-Advantaged Accounts:** Health Savings Account; Health Care Spending Account; Dependent Care Spending Account* **Tuition Assistance****To learn more about our benefits offering, please click here** **Work with us | Carrier Corporate****.** The specific benefits available to any employee may vary depending on state and local laws and eligibility factors, such as date of hire and the applicability of collective bargaining agreements.**Carrier EEO Statement and Accommodations Process**Carrier is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or veteran status or any other applicable state or federal protected class. Carrier provides affirmative action in employment for qualified individuals with a Disability and Protected Veterans in compliance with section 503 of Rehabilitation Act and the Vietnam Era Veterans' Readjustment Assistance Act.If you require a reasonable accommodation to complete the application process, participate in an interview, or otherwise engage in the hiring process, please contact us at [e-mail]. We will make every effort to meet your needs in accordance with applicable laws.