Telecommunications Specialist

We’re Hiring: Senior Telecom Operations Expert (USA, UK, Europe, Australia)Role: Technical Telecom Domain Expert — AI Prompt Validation Project

We’re looking for a Senior Telecom Operations Expert with deep experience across telecom workflows, B2C/B2B support operations, and ServiceNow case management.

This role is ideal for someone who has led customer operations, service delivery, or support transformation within a major telecom operator.

📘 Project Overview

You will review and validate large AI agent prompts designed for a US nationwide telecommunications provider.

These prompts represent the full operational workflow of a telecom support environment—consumer, SMB, and enterprise — across:

• Billing & revenue management
• Network/NOC operations
• Device lifecycle
• Service changes
• Contract/SLA logic
• ServiceNow case handling
• B2B account hierarchies and enterprise-level scenarios
• Proration, activation, suspension, and outage processes

Your role is to ensure the blueprint is:

✔ Operationally accurate

✔ Technically correct

✔ Internally consistent

✔ Reflective of real-world telecom support

✔ Fully aligned with how ServiceNow actually works in telecom

🎯 Who We’re Looking For

A senior leader who knows telecom support inside out, including systems, workflows, dependencies, and escalation logic.

Ideal Profile:

• Director / Senior Director of Customer Operations
• Director / VP of Customer Care / Customer Experience
• Director / VP of Service Operations
• Head of Customer Support Platforms (ServiceNow)
• Senior Manager / Consultant in telecom support transformation

Required Expertise:

• 12+ years in telecom customer operations
• Deep understanding of mobile wireless operations (B2C + B2B)
• ServiceNow expertise — case handling, workflows, resolution logic
• Strong knowledge of telecom systems:
• Billing (e.g., BRM)
• Network/NOC
• CRM
• Device/IMEI systems
• Contract/SLA systems
• Provisioning & activation
• Understanding of account tiers, proration rules, SLAs, upgrades/downgrades, device dependencies, and support hierarchies
• Ability to evaluate process logic with precision

🏢 Preferred Company Background

Professionals from top telecom operators such as:

• Vodafone
• T-Mobile
• Verizon
• TELUS
• British Telecom (BT)
• Orange
• Telstra📩 How to Apply

Please send your resume directly to:

📧 Sandeep.patel@truelancer.com