Lead Consultant, Telecom Program Manager / IT Infrastructure Lead

Ready to build the future with AI
At Genpact we dont just keep up with technologywe set the pace. AI and digital innovation are redefining industries and were leading the charge. Genpacts AI Gigafactory our industry-first accelerator is an example of how were 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 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 whats possible this is your moment.
Genpact (NYSE: G) is anadvanced technology services and solutions company that deliverslastingvalue for leading ourdeep business knowledge operational excellence and cutting-edge solutions we help companies across industries get ahead and stay by curiosity courage and innovationour teamsimplementdata technology and AItocreate tomorrow to know us onLinkedInXYouTube andFacebook.
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
Bachelors 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 careerGain 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 140000 coders tech shapers and growth makers at Genpact and take your career in the only direction that matters: Up.
Lets 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 starter kit paying to apply or purchasing equipment or training.