Senior Principal, Business Consulting - Telecom Contact Center Transformation
About the role
For our client, we are seeking a Senior Principal, Business Consulting - Telecom Contact Center Transformation to join the team of a leader in the Information Technology space. This role will advise telecom clients on customer experience strategy, contact center modernization, and service operations transformation. You will partner closely with senior leaders across customer care and IT to define practical roadmaps and guide large-scale transformation efforts. The position is highly client-facing and focused on helping organizations improve omnichannel service delivery, operational effectiveness, and AI-enabled customer support.
Responsibilities
- Serve as a trusted advisor to telecom executives on CX strategy and contact center modernization
- Lead executive workshops with telecom customer care and IT leadership
- Shape strategic roadmaps for omnichannel contact centers and AI service operations
- Oversee large-scale consulting engagements focused on customer service transformation
- Deliver transformation programs for omnichannel and AI-enabled platforms
Qualifications
- Bachelor's degree or foreign equivalent; or 3 years of progressive experience in telecom instead of education
- 10+ years of experience in the Telecom industry
- 5+ years of advisory consulting experience
- Ability to travel 4 days a week for client engagements
- Client-facing skills for presentations and consultations with senior leaders
Benefits
- Medical, Dental, Vision, and Life Insurance
- Long-term and Short-term Disability
- Health and Dependent Care Reimbursement Accounts
- Various insurance options including Accident and Critical Illness coverage
- 401(k) plan with contributions based on salary
- Paid holidays and Paid Time Off
Location: Remote - US based candidates only, no visa sponsorship available
Compensation: $210,000 – $256,667 annually