Lead Consultant, Telecom Program Manager

Job Description

Ready to build the future with AI
At Genpact, we don&rsquot just keep up with technology&mdashwe set the pace. AI and digital innovation are redefining industries, and we&rsquore leading the charge. Genpact&rsquos AI Gigafactory, our industry-first accelerator, is an example of how we&rsquore scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to agentic AI, our breakthrough solutions tackle companies&rsquo most complex challenges.
If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what&rsquos possible, this is your moment.
Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge, operational excellence, and cutting-edge solutions - we help companies across industries get ahead and stay ahead. Powered by curiosity, courage, and innovation, our teams implement data, technology, and AI to create tomorrow, today. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.
Inviting applications for the role of Lead Consultant, Telecom Program Manager / IT Infrastructure Lead
We are looking for a seasoned Telecom Support - Lead Consultant to manage and support the end-to-end telecommunications infrastructure across enterprise environments. The ideal candidate should bring deep expertise in voice and data technologies, network protocols, telecom hardware, and a strong customer-facing attitude. This is a hands-on leadership role involving support operations, project delivery, vendor coordination, and performance optimization of telecom systems.
Responsibilities
. Serve as the technical lead and subject matter expert for enterprise telecom infrastructure, ensuring high availability and performance.
. Provide Tier 3/Level 3 support for telecom-related incidents, escalations, and outages across voice/data systems.
. Lead the deployment, configuration, and maintenance of PBX systems, VoIP solutions, SIP trunks, and legacy telephony (PRI/TDM).
. Work closely with network engineering, security, and service delivery teams to align telecom infrastructure with business needs.
. Manage telecom service providers, including vendor SLAs, escalations, and contract renewals.
. Analyse call routing, call quality, and troubleshoot QoS-related issues.
. Lead telecom migrations, including TDM to VoIP transitions, new site setups, and cloud telephony integrations.
. Develop and maintain telecom documentation including architecture diagrams, runbooks, and configuration standards.
. Drive initiatives around cost optimization, usage tracking, and billing verification for telecom services.
. Provide guidance and mentoring to junior team members and act as escalation point for complex issues.

Qualifications we seek in you
Minimum Qualifications
. Bachelor%27s degree in information technology, Computer Science, or a related field.
. Strong expertise in:
. Voice technologies: VoIP, SIP, PRI, POTS, PBX (Cisco, Avaya, Nortel, etc.)
. Network protocols: TCP/IP, DNS, DHCP, QoS
. Telecom hardware: Cisco IADs, Meraki switches, routers, gateways, ATA devices
. Experience with voice provisioning, number porting (LNP), circuit activation, and T1/T3 technologies.
. Working knowledge of SBCs, call routing, IVRs, call recording, and Unified Communication platforms.
. Familiarity with SD-WAN, LAN/WAN topologies, and network interconnects.
. Ability to troubleshoot call quality, latency, jitter, and dropped call issues effectively.
. Excellent vendor management and communication skills.

Preferred Qualifications/ Skills
. Certifications such as CCNA Voice, Avaya Certified Expert, or Cisco Collaboration certifications are a plus.
. Experience with ITIL practices for incident, problem, and change management.
. Experience with telecom monitoring tools and ticketing systems (e.g., ServiceNow).
Why join Genpact
. Lead AI-first transformation - Build and scale AI solutions that redefine industries
. Make an impact - Drive change for global enterprises and solve business challenges that matter
. Accelerate your career&mdashGain hands-on experience, world-class training, mentorship, and AI certifications to advance your skills
. Grow with the best - Learn from top engineers, data scientists, and AI experts in a dynamic, fast-moving workplace
. Committed to ethical AI - Work in an environment where governance, transparency, and security are at the core of everything we build
. Thrive in a values-driven culture - Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress
Come join the 140,000+ coders, tech shapers, and growth makers at Genpact and take your career in the only direction that matters: Up.
Let&rsquos build tomorrow together.

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation.
Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a %27starter kit,%27 paying to apply, or purchasing equipment or training.

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