[Hiring] Infrastructure Service Specialist @Carrier

Role Description

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 services

Qualifications

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

Preferred 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

• 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