Senior Principal, Business Consulting - Telecom Contact Center Transformation

Responsibilities

• Client Leadership & Executive Advisory 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.
• Consulting Engagement Leadership 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
• Contact Center & CX Transformation: Lead consulting initiatives across key domains:
• Contact Center Strategy Customer care operating model transformation
• Service cost optimization
• Customer journey redesign
• Customer experience strategy
• Technology Transformation 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
• AI & Automation Agentic AI deployment
• Conversational AI and chatbots
• Intelligent automation of service workflows
• Predictive analytics for customer service
• Telecom Industry Expertise
• 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
• Business Development & Growth 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.
• Thought Leadership Develop telecom CX transformation frameworks
• Publish insights on AI-driven contact centers
• Represent Infosys Consulting in industry forums and telecom conferences
• Contact Center Technology Expertise:
• Strong familiarity with major contact center and CX platforms such as:
• Contact Center Platforms Genesys
• NICE CXone
• Five9
• Amazon Connect
• Cisco Contact Center
• Avaya
• Customer Experience Platforms Salesforce Service Cloud
• Adobe Experience Cloud
• Zendesk
• ServiceNow Customer Service Management
• AI & Automation Conversational AI platforms
• Generative AI for customer service
• Speech analytics
• Workforce optimization tools
• Key Client Programs: The engagements this leader may oversee:
• Modernization of AT&T customer care operations to AI-enabled omnichannel support.
• Implementation of cloud contact center platforms (CCaaS) for telecom providers.
• AI-based customer service automation and virtual agents.
• Transformation of legacy IVR systems to conversational AI platforms.
• Customer journey redesign for 5G and digital services.
• Service cost reduction programs for large telecom care organizations.
• Basic Qualifications: 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

Additional Information

Senior Principal - Telecom Contact Center Transformation Company: Infosys Consulting Location: United States (multiple locations / client travel required) Practice: Communications, Media & Entertainment (CME) 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 for major telecom operators such as AT&T, T-Mobile, Verizon, and global communications providers. This executive-level consulting role sits at the intersection of customer experience strategy, contact center technology modernization, AI-driven service automation, and telecom operations transformation. The Senior Principal will serve as a trusted advisor to telecom C-suite leaders (Chief Customer Officer, Chief Digital Officer, Head of Care, CIO) and lead complex consulting engagements that transform customer support operations across voice, digital channels, and AI-enabled service platforms. 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.

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