Contact Centre Pre-Sales Specialist

About the job you're considering

Capgemini’s Intelligent Customer Operations practice focuses on designing, transforming, and operating clients’ Customer Contact Centres Operations. This includes:

1. Consulting
   • Contact centre maturity assessments across people, process and technology
   • Best-in-class customer journey design and implementation
   • Design of digitally enabled operating models and contact / channel strategies
2. Technology
   • Contact Centre and CRM technology deployment
   • Introduction of GenAI and Agentic AI solutions to enable autonomous and augmented service
   • Data and insight-led approaches to improve future CX outcomes
3. Outsourcing
   • Transforming and operating BPO contact centre operations

Hybrid working: The places that you work from day to day will vary according to your role, your needs, and those of the business; it will be a blend of Company offices, client sites, and your home; noting that you will be unable to work at home 100% of the time.

Your role

As a BPO Contact Centre Pre-Sales Specialist, you will support the creation, development, and closing of a sales pipeline of contact centre consulting, technology and outsourcing solutions that contribute to the growth of the Intelligent Customer Operations Practice within Business Services. You will:

1. Assist in building a sales pipeline through existing and new stakeholder networks (both internally at Capgemini and externally with new clients).
2. Be responsible for creating innovative and transformative contact centre solutions for our clients and communicating those solutions in a compelling manner through formal tenders (RFx processes) and pro-actively to clients.
3. Assist in assessing existing contact centre processes, technology solutions and sourcing approach to identify opportunities for the implementation of new CX methodologies, technology solution recommendations and the definition of outsourcing models that enable positive customer experiences and cost efficiency.
4. Contribute to creating winning proposals and responding to RFIs/RFPs for contact centre consulting, technology and outsourcing solutions.

You can bring your whole self to work. At Capgemini, striving for equity, diversity, and inclusion is part of everyday life and will be part of your working reality. We have built an inclusive and welcoming environment for everyone.

Your Skills and Experience:

1. Experience in supporting and leading the design and selling of integrated contact centre consulting and technology solutions and outsourcing contact centre services that support client objectives and deliver positive business outcomes.
2. Exposure to supporting and managing a sales pipeline and evidence of contributing to winning new client business in the Contact Centre market.
3. Exposure to RFI/RFP processes and effective solution/proposal creation for consulting, technology sales and outsourcing opportunities.
4. Basic understanding of commercial modelling and sizing within the BPO Contact Centre market.
5. Exposure to cross-sector experience, including Automotive, Retail, Consumer Products, Energy & Utilities and Financial Services industries.
6. Working knowledge of Contact Centre technology (e.g., Salesforce, Zendesk, AWS, Genesys Cloud, Google CES, NICE CXOne) and automation solutions such as conversational AI and agent assist advantageous.

Why you should consider Capgemini

Growing clients’ businesses while building a more sustainable, more inclusive future is a tough ask. When you join Capgemini, you’ll join a thriving company and become part of a collective of free-thinkers, entrepreneurs and industry experts. We find new ways technology can help us reimagine what’s possible. It’s why, together, we seek out opportunities that will transform the world’s leading businesses, and it’s how you’ll gain the experiences and connections you need to shape your future. By learning from each other every day, sharing knowledge, and always pushing yourself to do better, you’ll build the skills you want. You’ll use your skills to help our clients leverage technology to innovate and grow their business. So, it might not always be easy, but making the world a better place rarely is.

About Capgemini

Capgemini is a global business and technology transformation partner, helping organisations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fuelled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem. The Group reported 2024 global revenues of €22.1 billion.
Get The Future You Want | www.capgemini.com