Senior 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.

• 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

• 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

• 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

• Genesys
• NICE CXone
• Five9
• Amazon Connect
• Cisco Contact Center
• Avaya

• Salesforce Service Cloud
• Adobe Experience Cloud
• Zendesk
• ServiceNow Customer Service Management

• Conversational AI platforms
• Generative AI for customer service
• Speech analytics
• Workforce optimization tools

• 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.

• 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

Along 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

About Us
Infosys Consulting is a global management consulting firm helping some of the world’s most recognizable brands transform and innovate. Our consultants are industry experts that lead complex change agendas driven by disruptive technology. With offices in 20 countries and backed by the power of the global Infosys brand, our teams help the C-suite navigate today’s digital landscape to win market share and create shareholder value for lasting competitive advantage. To see our ideas in action, or to join a new type of consulting firm, visit us at www.InfosysConsultingInsights.com

EEO
Infosys provides equal employment opportunities to applicants and employees without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability.