Infrastructure Service Specialist

This is a fully remote position, open to applicants in Florida.

📋 Description

• Oversee and improve global voice and PSTN services

• Take ownership of Zoom Phone and associated telecommunications platforms

• Conduct number management and porting tasks

• Manage call queues, IVR systems, SMS services, and call routing

• Assist with new site deployments, acquisitions, divestitures, and organizational changes

• Support and manage Contact Center platforms

• Enhance collaboration technologies

• Provide KPI reporting and implement service quality enhancements

• Propel AI enablement and innovation in communication platforms

• Manage mobility operations for AT&T, Verizon, T-Mobile, and Tangoe

• Oversee the entire mobile device lifecycle

• Supervise joiner, mover, and leaver processes

• Coordinate provisioning, upgrades, replacements, and device recycling tasks

• Manage ServiceNow mobility workflows and processes

• Oversee mobility-related financial controls and invoice approvals

• Maintain ServiceNow governance for Telecommunications and Unified Communications services

• Handle incidents, requests, problems, and changes

• Promote SLA adherence and ongoing service quality enhancements

• Cultivate relationships with key service providers including AT&T, Verizon, T-Mobile, Zoom, and ChoiceTel

• Manage contract and license oversight

• Initiate cost optimization efforts

• Review and authorize telecommunications-related invoices and expenditures

• Collaborate with General Managers, Operations Managers, and Business Unit Leadership Teams

• Comprehend business needs and deliver technology solutions

• Lead customer escalations and resolve service issues

• Ensure high levels of customer satisfaction for communication services

⛳️ Requirements

• Bachelor’s degree

• Minimum of 7 years of professional experience in telecommunications, unified communications, or enterprise infrastructure services

• Advanced expertise in VoIP, PSTN, Zoom Phone, and Contact Center platform administration

• Direct experience in managing enterprise carrier systems (AT&T, Verizon, T-Mobile) and mobility platforms (Tangoe)

• Practical experience with ITIL processes (Incident, Request, Problem, Change) within ServiceNow

• Proven skills in financial controls, vendor contract management, and telecom invoice processing

• Comprehensive understanding of carrier organization structures, workflows, and enhancement initiatives

• Hands-on experience with AI tool integration or workflow automation in collaboration platforms

• Demonstrated ability to communicate effectively with executive leadership and operational stakeholders

🏝️ Benefits

• Short-term cash incentives, subject to plan requirements

• Medical, dental, and vision coverage

• Wellness incentives

• Retirement benefits

• 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

• Short-term and long-term disability

• Life insurance and accidental death and dismemberment coverage

• Health Savings Account

• Health Care Spending Account

• Dependent Care Spending Account

• Tuition assistance