Senior Principal – Telecom Contact Center TransformationInfosys Consulting is seeking a Senior Principal specializing in Contact Center Transformation for Telecommunications clients to lead large-scale customer experience 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 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.Key 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 focused on telecom customer service transformation.Oversee multi-disciplinary consulting teams across strategy, operations, and technology implementation.Deliver transformation programs including: Omnichannel contact center modernizationAI-driven customer service automationIntelligent IVR and conversational AI deploymentWorkforce optimization and agent experience improvementsDigital self-service platformsContact Center & CX Transformation:Lead consulting initiatives across key domains:Customer care operating model transformationService cost optimizationCustomer journey redesignCustomer experience strategyMigration from legacy call center infrastructure to cloud contact center platformsIntegration of digital channels including chat, SMS, social messaging, and videoDeployment of AI virtual agents and intelligent routingAgentic AI deploymentConversational AI and chatbotsIntelligent automation of service workflowsPredictive analytics for customer serviceAdvise telecom clients on challenges specific to communications service providers including high-volume service operationsNetwork-related customer issuesBSS/OSS integrationsService activation and provisioningBilling and service management platformsCustomer churn reductionDrive consulting revenue growth within telecom customer care transformationBuild executive relationships with telecom operatorsLead proposal development and large consulting pursuitsIdentify new opportunities across CX, AI, and digital service transformation.Develop telecom CX transformation frameworksPublish insights on AI-driven contact centersRepresent Infosys Consulting in industry forums and telecom conferencesContact Center Technology Expertise:Strong familiarity with major contact center and CX platforms such as:GenesysNICE CXoneFive9Amazon ConnectCisco Contact CenterAvayaSalesforce Service CloudAdobe Experience CloudZendeskServiceNow Customer Service ManagementConversational AI platformsGenerative AI for customer serviceSpeech analyticsWorkforce optimization toolsModernization of AT&T customer care operations to AI-enabled omnichannel support.Implementation of cloud contact center platforms 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 businessStrong 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
CMT / SP - Telecom Contact Center Transformation in washington at Unknown Company
This position is listed as full time and onsite.