[Remote] Senior Principal, Business Consulting – Telecom Contact Center Transformation

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

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

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.

    • Company H1B Sponsorship

  • Infosys has a track record of offering H1B sponsorships, with 738 in 2026, 5770 in 2025, 5904 in 2024, 7774 in 2023, 7652 in 2022, 5598 in 2021, 9512 in 2020. Please note that this does not guarantee sponsorship for this specific role.

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