Job DescriptionSenior 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.
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 ExpertiseAdvise 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
BenefitsAlong with competitive pay, as a full-time Infosys employee you are also eligible for the following 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
