Principal, Business Consulting - Telecom; CMT

About the Role

Infosys Consulting is seeking experienced senior management consultants to join our Communications, Media, and Technology practice at a Principal Level in Canada.

As a Principal, you will be a thought leader in the CMT industry and a key advisor in defining solutions for major telecom operations such as AT&T, Bell Canada, Verizon, T-Mobile, Telus, and Rogers. Your work will shape value‑adding consulting solutions that enable our clients to meet the rapidly transforming business model of the CMT sector. You will have deep experience defining solutions and enterprise architecture across one or more sub‑sectors of the CMT industry.

• Intelligent Customer Engagement
• Re‑imagined B2B Telecom Business
• Autonomous Networks
• Business and Technology Transformation

• Serve as a trusted advisor on customer care, operations strategy, experience transformation, and operations simplification.
• Lead and support workshops with care, digital, operations, and IT leadership within telecom organisations.
• Contribute to strategic roadmaps for AI‑enabled care and service operations.

• Lead and contribute to engagements ($1M–$10M+) focused on telecom customer service transformation.
• Oversee multidisciplinary consulting teams across strategy, operations, and technology implementation.

• Advise on challenges specific to communications service providers: high‑volume service operations, network‑related customer issues, BSS/OSS integrations, service activation and provisioning, billing and service platforms, customer churn reduction.
• Support consulting revenue growth, build relationships with telecom operators, lead proposal development and large consulting pursuits.
• Identify new opportunities across CX, AI, operations, and digital service transformation.

Roles require skill and experience in one or more of the following areas:

• Design of complex business transformation programs and overall solution design.
• Proficiency in BSS and OSS solutions.
• Strong knowledge of eTOM processes (L1–L4) and practical adoption/implementation.
• Leadership of complex transformation programmes.
• Knowledge of telecom network standards and cloud‑native solutions.
• Gen AI solution applications.
• Project execution employing a global delivery model.

• Guide and contribute to the definition of technology transformation roadmaps.
• Review and own end‑to‑end solution definition and business solution architecture.
• Define and review transient state business solution architecture to ensure business continuity.
• Develop process models and collect business requirements.
• Evaluate and select technologies, scope and design PoCs, and oversee execution.
• Collaborate with technical teams to ensure alignment with overall business solutions.
• Mentor team members across programs.
• Review program delivery plans and estimates, and guide technical implementation issues.
• Participate in technical governance meetings and identify new business opportunities.
• Compare solution options based on business value, ROI, pros and cons.
• Participate in analyst surveys to showcase Infosys capabilities.

• Bachelor’s degree or foreign equivalent required. Three years of progressive experience may be considered in lieu of each year of education.
• At least 7+ years of experience within the CME industry and at least 3 years of advisory consulting experience in comparable services.
• Authorized to work in Canada without visa sponsorship.
• Ability to travel up to 4 days a week to multiple client locations.
• Ability to work as part of a cross‑cultural team, including flexibility to support multiple time zones.

• At least 5 years’ experience designing, implementing, or managing customer management platforms for CSP providers.
• At least 5 years of experience implementing and enhancing industry standard products for CSP operations.
• At least 3 years of experience managing operations or implementing process optimisations across customer management, network or field operations.
• Advanced degree or MBA in Communications, Media, or Entertainment business.
• Strong…