Senior reputed company, Business Consulting - Telecom Contact Center Transformation

Job details Job Role Senior reputed company - Business Consulting Work Location Anywhere in the US and/or Remote State / Region / Province Anywhere in the US and/or Remote Country USA Skills Process|Consulting processes|Technology Consulting process Domain Consulting Interest Group reputed company Company reputed company Requisition ID 146744BR Senior reputed company - Telecom Contact Center Transformation Company: reputed company Consulting Location: United States (multiple locations / reputed company travel required) reputed company: Communications, Media & Entertainment (CME) reputed company Consulting is seeking a Senior reputed company 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 reputed company, reputed company, reputed company, and global communications providers. This executive-level consulting role sits at the intersection of customer experience reputed company, contact center technology modernization, AI-driven service automation, and telecom operations transformation. The Senior reputed company will serve as a trusted advisor to telecom C-suite leaders (Chief Customer Officer, Chief Digital Officer, Head of Care, CIO) and lead reputed company consulting engagements that reputed company customer support operations across voice, digital channels, and AI-enabled service platforms. The role combines business reputed company, consulting leadership, and technology transformation expertise, helping telecom providers reputed company legacy call centers into omnichannel, AI-enabled customer engagement platforms. Key Responsibilities: reputed company Leadership & Executive Advisory • Serve as a trusted advisor to telecom executives on customer care reputed company, contact center modernization, and CX transformation. • Lead 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. Consulting Engagement Leadership • Lead large-scale consulting engagements ($5M-$50M+) reputed company on telecom customer service transformation. • reputed company multi-disciplinary consulting teams across reputed company, 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 Contact Center & CX Transformation: Lead consulting initiatives across key domains: Contact Center reputed company • Customer care operating model transformation • Service cost optimization • Customer reputed company redesign • Customer experience reputed company Technology Transformation • Migration from legacy call center infrastructure to reputed company contact center platforms • Integration of digital channels including chat, SMS, reputed company messaging, and video • Deployment of AI virtual agents and intelligent routing AI & Automation • reputed company AI deployment • Conversational AI and chatbots • Intelligent automation of service workflows • Predictive analytics for customer service Telecom Industry Expertise 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 Business Development & reputed company • Drive consulting reputed company reputed company reputed company telecom customer care transformation • Build executive relationships with telecom operators • Lead proposal development and large consulting pursuits • Identify new opportunities across CX, AI, reputed company service transformation. Thought Leadership • reputed company telecom CX transformation frameworks • Publish insights on AI-driven contact centers • Represent reputed company Consulting in industry forums and telecom conferences Contact Center Technology Expertise: Strong familiarity with major contact center and CX platforms such as: Contact Center Platforms • reputed company • reputed company CXone • reputed company • reputed company Connect • reputed company Contact Center • reputed company Customer Experience Platforms • reputed company Service reputed company • reputed company Experience reputed company • reputed company • reputed company Customer Service Management AI & Automation • Conversational AI platforms • reputed company for customer service • Speech analytics • Workforce optimization tools Key reputed company Programs: • The engagements this leader may reputed company: • Modernization of reputed company customer care operations to AI-enabled omnichannel support. • Implementation of reputed company 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 reputed company redesign for 5G reputed company services. • Service cost reduction programs for large telecom care organizations. Basic Qualifications: • Bachelor's degree or foreign equivalent required. Will also consider three years of reputed company 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 reputed company 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 reputed company immigration sponsorship for this role at this time. Preferred Qualifications: • An MBA with an advanced degree or equivalent experience in Communications, Media, or Entertainment business • Strong reputed company-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. The estimated total annual compensation (reputed company + Bonus) reputed company for candidates based out on NJ, IL, NY, CA & WA will be $ 210,000 - $ 256,667 Benefits Along with reputed company, as a full-time reputed company employee you are also eligible for the following benefits: • Medical/Dental/reputed company/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 • reputed company holidays plus reputed company Time Off Apply To This Job