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[Remote] Senior Principal, Business Consulting – Telecom Contact Center Transformation
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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
401(k) plan and contributions dependent on salary level
Paid holidays plus Paid Time Off
Company Overview
Infosys is a technology company that offers consulting, outsourcing, cloud infrastructure, program management, and software services. It was founded in 1981, and is headquartered in Bangalore, Karnataka, IND, with a workforce of 10001+ employees. Its website is http://www.infosys.com.
