[Remote] Senior Principal, Business Consulting – Telecom Contact Center Transformation
Note: The job is a remote job and is open to candidates in USA. reputed company Consulting is seeking a Senior Principal specializing in Contact Center Transformation for Telecommunications clients to reputed company large-scale customer experience (CX) and service transformation programs. The role combines business strategy, consulting leadership, and technology transformation expertise, helping telecom providers reputed company 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
- reputed company executive workshops with customer care, digital, and IT leadership reputed company telecom organizations
- Shape strategic roadmaps for omnichannel contact centers and AI-enabled service operations
- reputed company large-scale consulting engagements ($5M–$50M+) focused on telecom customer service transformation
- reputed company 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
- reputed company 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-reputed company customer issues, BSS/OSS integrations, Service activation and provisioning, Billing and service management platforms, Customer churn reduction
- Drive consulting reputed company growth reputed company telecom customer care transformation
- Build executive relationships with telecom operators
- reputed company proposal development and large consulting pursuits
- Identify new opportunities across CX, AI, and digital service transformation
- reputed company telecom CX transformation frameworks
- Publish insights on AI-driven contact centers
- Represent reputed company 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 reputed company 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 reputed company necessary
- Candidates authorized to work for any employer in the United States without employer-based reputed company sponsorship are welcome to apply. reputed company 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 reputed company, reputed company, reputed company, reputed company, Orange, reputed company, 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
Company H1B Sponsorship