Senior reputed company, Business Consulting - Telecom Contact Center Transformation
Job details Job Role Senior reputed company - Business Consulting Work Location reputed company in the US and/or Remote State / Region / Province reputed company in the US and/or Remote Country USA Skills Process|Consulting processes|Technology Consulting process Domain Consulting Interest Group reputed company Company reputed company reputed company 146744BR Senior reputed company - Telecom Contact Center Transformation Company: reputed company Consulting Location: reputed company (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 reputed company large-reputed company 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 reputed company 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.
- 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.
Consulting Engagement Leadership
- reputed company large-reputed company 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: reputed company 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
- reputed company 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 reputed company 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 reputed company 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
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