[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.ResponsibilitiesServe as a trusted advisor to telecom executives on customer care strategy, contact center modernization, and CX transformationLead executive workshops with customer care, digital, and IT leadership within telecom organizationsShape strategic roadmaps for omnichannel contact centers and AI-enabled service operationsLead large-scale consulting engagements ($5M–$50M+) focused on telecom customer service transformationOversee multi-disciplinary consulting teams across strategy, operations, and technology implementationDeliver 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 platformsLead consulting initiatives across key domains: Contact Center Strategy, Customer care operating model transformation, Service cost optimization, Customer journey redesign, Customer 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 operations, Network-related customer issues, BSS/OSS integrations, Service activation and provisioning, Billing and service management platforms, Customer 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 transformationDevelop telecom CX transformation frameworksPublish insights on AI-driven contact centersRepresent Infosys Consulting in industry forums and telecom conferencesSkillsBachelor's degree or foreign equivalent required. Will also consider three years of progressive experience in the specialty in lieu of every year of educationAt least 10+ years' experience within the Telecom industry and at least 5 years of advisory consulting experience in comparable consulting servicesAbility to travel 4 days a week to multiple local, state and national client locationsAbility to work as part of a cross-cultural team, including flexibility to support multiple time zones when necessaryCandidates 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 timeAn 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 clientsStrong experience working with major telecom operators including AT&T, Verizon, T-Mobile, Vodafone, Orange, Comcast, etcDeep understanding of Telecom customer care operations, Service provisioning workflow, Telecom billing and customer management, and Network operations impact on customer supportBenefitsMedical/Dental/Vision/Life InsuranceLong-term/Short-term DisabilityHealth and Dependent Care Reimbursement AccountsInsurance (Accident, Critical Illness , Hospital Indemnity, Legal)401(k) plan and contributions dependent on salary levelPaid holidays plus Paid Time OffCompany OverviewInfosys 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 SponsorshipInfosys 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.