Senior Principal, Business Consulting - Telecom Contact Center Transformation

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.

Key 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.
• 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.

Preferred Qualifications:

• 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.

The estimated total annual compensation (Base + Bonus) range for candidates based out on NJ, IL, NY, CA & WA will be $ 210,000 - $ 256,667