The telecommunications industry has long been at the forefront of technological evolution. From the ability to make that first wireless call to the speeds of 5G and to the widespread deployment of fiber optic networks, innovation has been constant. However, with the integration of Artificial Intelligence (AI), machine learning, and automation into core telecom operations, the nature of work is set to change once again. These technologies offer extraordinary capabilities, from predictive maintenance and network optimization to automated customer service and real-time data analysis.
At first glance, these technological advancements might appear to threaten significant portions of the telecom workforce. After all, AI can process vast amounts of data far more quickly and accurately than any human, and automation promises to streamline operations, reducing the need for human involvement in routine tasks. However, while technology is reshaping workflows and improving efficiencies, the deployment of communication networks still requires boots on the ground—telecom technicians who physically mobilize to the field to carry out essential tasks. Instead of panicking about the potential loss of jobs due to AI, I believe we should prioritize strengthening and developing the existing workforce within the industry.
Connecting ‘the disconnect’
As a fierce advocate for Telecom Workforce Development, I am deeply concerned about the impact these technological advancements will have on the men and women who make communication possible, as their vital work is often misunderstood or undervalued. These technicians play a crucial role in maintaining the infrastructure that supports modern communication—such as telecom towers, fiber infrastructure, and cellular networks—yet their contributions are frequently overlooked. This is largely because their work occurs in remote or hard-to-reach locations, far from the public eye, leading to the all-too-common mindset of “out of sight, out of mind.”
Some of my fondest childhood memories are of visiting construction sites with my father while his company was building some of the first wireless sites in Latin America. Back then, safety requirements were much less stringent, so I often found myself playing with gravel and tools that were scattered around. Spending time with field technicians became a natural part of my upbringing, and I am proud that some of Neptuno’s technicians today are the grandchildren of those working with my father back then. He has always regarded those workers—the ones doing the hands-on, physical labor—as his most valuable asset. Growing up with a front-row seat to the challenges faced by telecom technicians in thefield,Idevelopedadeepappreciationforthe crucial work they do and the complexities that working in geographically dispersed areas– bring to the table. This experience is likely why I remain so committed to raising awareness about their importance and advocating for their continued wellbeing.
I understand Digital Humanism as a concept that champions the idea that technology should be developed and deployed with human welfare as its primary concern, stressing the importance of creating a balanced ecosystem where humans and technology work in synergy.
There is a notable article from Harvard Business Review (HBR) titled “CEO’s have lost touch with frontline workers”1 that highlights the challenges that come with the disconnect between field workers and corporate executives. While it does not specifically focus on the telecom industry, its insights are relevant across many sectors, including telecom, where technicians, don’t have the benefit of corporate office resources, and they face unique on-the-ground challenges, such as: working at heights or under harsh weather, dealing with legacy or complex infrastructure that is not always compatible with new technologies, and having to perform stressful on-the-spot troubleshooting, in many cases, as a response to hurricanes, wildfires or other natural disasters, to name a few.
As we stand on the brink of an era defined by rapid technological advancement, a critical question arises: how will emerging technologies impact the needs and challenges of a workforce whose contributions often remain invisible at the corporate level? This disconnect can lead to decisions that overlook or even exacerbate the practical challenges these workers face. Many executives are currently making AI and technology-driven decisions focused on streamlining processes and introducing automation but fail to spend adequate time in the field. Without a clear understanding of the skill gaps, adaptation challenges, or the training necessary for frontline workers to successfully embrace these technologies, this oversight can create a corporate blind spot. Such a disconnect should be seen as a significant red flag.
For example, Augmented Reality (AR) and Virtual Reality (VR) technologies are being increasingly used for remote troubleshooting, field technician training, and network monitoring. Telecom companies are adopting AR glasses to assist technicians with real-time troubleshooting by overlaying network data and schematics onto their view. While these advancements hold great promise, it would be naive not to consider the new challenges they introduce. Issues such as physical discomfort caused by wearable devices, poor user interfaces, data accuracy, and network latency or response times can all impact safety and performance. These factors must be carefully addressed to ensure that the technologies
enhance, rather than hinder, the work being done inthefield. Additionally,whileworkersareadept at troubleshooting physical infrastructure and performing field repairs, the shift towards digital tools, software, and data analysis requires digital literacy, a skill set that not every telecom field technician has, believe it or not.
The role of regulators
In addition, it is imperative that government and regulatory agencies are aware of these challenges. As AI and automation reshape industries, regulators play a key role in setting policies that not only ensure fairness, security, and ethical standards but also support training and workforce development. Only with comprehensive understanding and alignment across all stakeholders can AI and technology truly benefit society at large.
In the United States, there are several Trade Associations, such as the Wireless Infrastructure Association (WIA) and The Communications Infrastructure Contractors Association (NATE) that have been heavily advocating, raising awareness and promoting initiatives around the challenges of Telecom Workforce Development.
As a member of NATE’s Legislative & Regulatory Council, I had the privilege of participating in one of the most impactful initiatives I know of— a cell tower climbing experience and legislative advocacy event. This unique, first-of-its-kind initiative brought together Capitol Hill staff members and FCC personnel to experience firsthand the critical work carried out daily by Tower Companies, Carriers, contractors, and technicians. They had the opportunity to learn about some of the challenges involved in building, maintaining, and deploying communications sites and wireless broadband infrastructure. While just for a day, this hands-on experience was invaluable in helping policymakers gain a deeper understanding of the realities of the field, enhancing their appreciation of the vital work being done on the ground to support the nation’s communication networks.
It was no surprise that then-FCC Commissioner, now FCC Chairman, Brendan Carr eagerly accepted the invitation. A strong advocate for Workforce Development, he has climbed with tower crews countless times across the United States, gaining invaluable perspective on the core issues they face. His deep immersion in the tower tech “world” led him to create the “5G Ready Hard Hat”2 Recognition Program, which was launched to honor the dedicated men and women in the telecom industry who install, maintain, and upgrade the critical infrastructure required for next-generation wireless services.
FCC Chairman Brendan Carr and Leticia Latino van Splunteren
At the end of the day, It was truly exhilarating to hear participants share their experiences, as they connected with the human side of the job in an industry so heavily driven by technology. Halie Craig, the newly appointed Presidential appointee to the U.S. International Trade Commission, even referenced the experience while testifying before the U.S. Senate Finance Committee in her confirmation hearing. She humorously remarked, “I was able to climb a cell tower with the cell tower climbers… and I REALLY need to get back in the gym,” highlighting the physically demanding reality faced by ‘tower techs’ who climb hundreds of feet daily as part of their regular ‘commute’ to work.
Halie Craig, Member of the US International Trade Commission
On the impending need to keep technicians trained, the Wireless Infrastructure Association has done an incredible job in promoting the Telecommunications Industry Registered Apprenticeship (TIRAP). Apprenticeship programs are a key part of workforce development in many countries, and there are notable differences between Europe and the USA in terms of participation, structure, and support for apprenticeships. In Europe, apprenticeships are widely seen as an effective way to bridge the skills gap and provide young people with hands- on experience while earning a wage. Similarly, the United States has begun making significant strides to enhance apprenticeship programs, recognizing their potential to address skill shortages and prepare workers for the demands of a rapidly changing workforce.
With tailored apprenticeship programs, more people can enter the tech industry and gain specialized skills in AI, giving them the tools to contribute to innovation and economic growth. By targeting underserved populations, such as underrepresented groups in tech, apprenticeships can help diversify the workforce and promote inclusion in the AI field.
In conclusion, as the telecom industry continues to evolve alongside rapid technological advancements, it is crucial to remember that technology should complement, not replace, the human element of the workforce. The concept of Digital Humanism emphasizes this balance, advocating for AI and automation to be tools that enhance human capabilities. By integrating these technologies thoughtfully and providing technicians with the training, resources, and support they need, the telecom industry can build a more inclusive, adaptable workforce. As we look to the future, it is clear that there needs to be more initiatives like apprenticeships, hands-on experience, and workforce development programs as they are vital to ensuring that the men and women on the ground, who make our connected world possible, continue to thrive and play an essential role in shaping tomorrow’s communication landscape.
Equally important is the need to recognize and elevate this workforce, ensuring that their contributions are not overlooked or made to feel invisible. By valuing their work and giving them the visibility and support they deserve, we can foster a sense of pride and purpose. Through these efforts,wecanensurethattechnologyandhuman talent evolve together for a more innovative and sustainable future.
- https://hbr.org/2022/11/ceos-have- lost-touch-with-frontline-workers ↩︎
- www.fcc.gov/document/carr-recognizes- tower-climber-jeremy-buckles-5g-ready-hard-hat ↩︎
LETICIA LATINO-VAN SPLUNTEREN
Leticia Latino van-Splunteren is a highly successful corporate executive with over 25 years of experience in technology driven businesses. Leticia’s industry experience spans Technology, Telecom, Software, and Infrastructure with the consistent theme of penetrating new international markets, innovation, growth, and transformation.
Leticia is currently President and CEO of NEPTUNOUSA,CORP,acompanythatspunoff from NEPTUNO GROUP, which has engineered over 10,000 Telecom Towers and Sites in the Americas and has been a well-established Telecom Infrastructure Provider since 1972. Leticia started her professional career at Merrill Lynch but eventually decided to switch career paths from finance to telecom and joined then infrastructure giant Northern Telecom (NORTEL).
In 2002 she Joined Neptuno as Director of International Sales. Leticia has received many industry accolades, some of the recent ones include 2024 5050 Women to Watch for Boards, 2023 Telecom CEO (Americas) by UK’s AI success, 2023 30 most influential Leaders in Tech by Insight Success, 2023 Most Connected Women in Telecom
by Conecta Latam and 2022 Smart Disruptor by Smart Cities Miami.
She chaired the US Federal Communications Commission (FCC) Broadband Deployment Advisory Committee Jobs and Skills Training Working group from 2018-2020, served twice on the FCC Equity and Diversity Committee and was appointed by the FCC to serve on the Telecommunications Interagency Committee, tasked with presenting a report to US Congress on the state of the Broadband Workforce. She serves on several Private and Non-Profit Boards, and is a mentor to companies in the New Space segment for the European Innovation Council Scaling Club.
In addition, Leticia is a published author, public speaker, mentor to young women and a big advocate of nurturing “Human Connections” through her +280 released episodes Back2Basics Podcast, where she has interviewed CEO’s, Celebrities, Spiritual Leaders, Activists, and people from all walks of life.
