[Remote] Senior Principal, Business Consulting – Telecom Contact Center Transformation

Note: The job is a remote job and is open to candidates in USA. Infosys Consulting is seeking a Senior Principal specializing in Contact Center Transformation for Telecommunications clients to lead large-scale customer experience (CX) and service transformation programs. The role combines business strategy, consulting leadership, and technology transformation expertise, helping telecom providers modernize legacy call centers into omnichannel, AI-enabled customer engagement platforms.

Responsibilities

• Serve as a trusted advisor to telecom executives on customer care strategy, contact center modernization, and CX transformation
• Lead executive workshops with customer care, digital, and IT leadership within telecom organizations
• Shape strategic roadmaps for omnichannel contact centers and AI-enabled service operations
• Lead large-scale consulting engagements ($5M–$50M+) focused on telecom customer service transformation
• Oversee multi-disciplinary consulting teams across strategy, operations, and technology implementation
• Deliver transformation programs including: Omnichannel contact center modernization, AI-driven customer service automation, Intelligent IVR and conversational AI deployment, Workforce optimization and agent experience improvements, Digital self-service platforms
• Lead consulting initiatives across key domains: Contact Center Strategy, Customer care operating model transformation, Service cost optimization, Customer journey redesign, Customer experience strategy
• Migration from legacy call center infrastructure to cloud contact center platforms
• Integration of digital channels including chat, SMS, social messaging, and video
• Deployment of AI virtual agents and intelligent routing
• Agentic AI deployment
• Conversational AI and chatbots
• Intelligent automation of service workflows
• Predictive analytics for customer service
• Advise telecom clients on challenges specific to communications service providers including: High-volume service operations, Network-related customer issues, BSS/OSS integrations, Service activation and provisioning, Billing and service management platforms, Customer churn reduction
• Drive consulting revenue growth within telecom customer care transformation
• Build executive relationships with telecom operators
• Lead proposal development and large consulting pursuits
• Identify new opportunities across CX, AI, and digital service transformation
• Develop telecom CX transformation frameworks
• Publish insights on AI-driven contact centers
• Represent Infosys Consulting in industry forums and telecom conferences

Skills

• Bachelor's degree or foreign equivalent required. Will also consider three years of progressive experience in the specialty in lieu of every year of education
• At least 10+ years' experience within the Telecom industry and at least 5 years of advisory consulting experience in comparable consulting services
• Ability to travel 4 days a week to multiple local, state and national client locations
• Ability to work as part of a cross-cultural team, including flexibility to support multiple time zones when necessary
• Candidates authorized to work for any employer in the United States without employer-based visa sponsorship are welcome to apply. Infosys is unable to provide immigration sponsorship for this role at this time
• An MBA with an advanced degree or equivalent experience in Communications, Media, or Entertainment business
• Strong client-facing skills including presentations to senior leadership, advice and consult with clients
• Strong experience working with major telecom operators including AT&T, Verizon, T-Mobile, Vodafone, Orange, Comcast, etc
• Deep understanding of Telecom customer care operations, Service provisioning workflow, Telecom billing and customer management, and Network operations impact on customer support

Benefits

• Medical/Dental/Vision/Life Insurance
• Long-term/Short-term Disability
• Health and Dependent Care Reimbursement Accounts
• Insurance (Accident, Critical Illness , Hospital Indemnity, Legal)
• 401(k) plan and contributions dependent on salary level
• Paid holidays plus Paid Time Off

Company Overview

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