Contact Center Transformation Architect

Capgemini; Gurugram District; On-site; INR 2,200,000 - 3,600,000; Full time

Job summary

Capgemini in India is seeking a Contact Center Transformation Architect to lead design and delivery of omnichannel, cloud-based, AI-enabled contact center solutions. You will steer pre-sales, craft scalable architectures, and drive end-to-end transformations with business stakeholders, delivery teams, and partners to boost efficiency and customer satisfaction.

The role covers CCaaS platforms, CRM integration, and modernization programs across AI, analytics, and cloud adoption, with focus on

Qualifications

• Lead pre-sales engagements and solution architecture for CCaaS transformations.
• Architect end-to-end contact center solutions across Omnichannel, IVR, and CRM.
• Design and implement CCaaS and cloud contact center programs.
• Drive AI-led CX initiatives including agents, self-service, and conversational AI.

Responsibilities

• Lead RFP/RFI responses, solution estimation, and customer presentations.
• Architect end-to-end contact center solutions across Omnichannel, IVR, CX, and CRM.
• Guide CCaaS implementations and cloud migration programs.
• Define integration strategies across CRM, WFM, Analytics, and Telephony.

Skills

CX Architecture

CCaaS Platforms

Conversational AI

CRM Integration

Cloud Migration

Omnichannel Routing

RFP/RFI Responses

Program Management

Stakeholder Mgmt

WFM

Quality Analytics

Agent Assist

AI-powered CX

Cloud Platforms

Agile SAFe

Tools

Power BI

Tableau

Salesforce

Dynamics 365

AWS

Azure

GCP

Job description

Job Description:

Join us in transforming the future of Customer Experience and Contact Center Operations. As a Contact Center Transformation Architect, you will lead the design and delivery of next-generation omnichannel, cloud-based, and AI-enabled contact center solutions. This role combines expertise in CCaaS platforms, Conversational AI, CRM integration, and large-scale transformation programs to help organizations modernize customer engagement and service delivery.

Your Role

You will be responsible for leading pre-sales engagements, defining solution architectures, and driving end-to-end contact center transformation initiatives. Working closely with business stakeholders, customers, delivery teams, and technology partners, you will design scalable, AI-driven customer experience solutions that improve operational efficiency and customer satisfaction.

Your Profile

• Lead RFP/RFI responses, solution architecture, effort estimation, and customer presentations.
• Architect end-to-end contact center solutions across Omnichannel, IVR, Conversational AI, WFM, Quality Management, and CRM platforms.
• Design and implement CCaaS solutions and cloud contact center transformation programs.
• Drive AI-led customer experience initiatives including Virtual Agents, Agent Assist, Self-Service, and Conversational AI.
• Lead contact center modernization and legacy PBX/ACD-to-cloud migration programs.
• Define integration strategies across CRM, Workforce Management, Analytics, and Telephony platforms.
• Manage delivery governance, program risks, quality, financials, and stakeholder communication.
• Establish operational KPIs, reporting frameworks, and executive dashboards.
• Provide technical leadership and mentor solution and delivery teams.

Mandatory Skills

• Strong experience in Contact Center Transformation and CX Solution Architecture
• Expertise in CCaaS Platforms such as Genesys, NICE CXone, Amazon Connect, Cisco Contact Center, Five9, or Avaya
• Experience with Conversational AI, IVR, Virtual Agents, and Chatbots
• Strong knowledge of CRM Integration (Salesforce, ServiceNow, Dynamics 365)
• Experience in Contact Center Modernization and Cloud Migration Programs
• Strong understanding of Omnichannel Routing, Workforce Management, Quality Management, and Analytics
• Experience handling RFP/RFI responses, solution estimation, and customer engagements
• Strong program and stakeholder management experience

Preferred Skills

• AI-powered Contact Centers and Agent Assist Solutions
• Real-time Analytics and Reporting
• Cloud Platforms (AWS, Azure, GCP)
• Agile, SAFe, Scrum Delivery Models
• Power BI, Tableau, and CX Analytics Platforms

Preferred Certifications

• Genesys Cloud Certification
• NICE CXone Certification
• Amazon Connect Certification
• Salesforce Service Cloud Certification
• PMP / PRINCE2 / SAFe Certifications

What Youll Love About Working Here

• Lead large-scale Contact Center and CX Transformation programs.
• Work with leading CCaaS, AI, and CRM platforms.
• Drive AI-powered customer service innovation and cloud adoption.
• Collaborate with global CX, cloud, and digital transformation teams

Capgemini is an AI-powered global business and technology transformation partner, delivering tangible business value. We imagine the future of organizations and make it real with AI, technology and people. With our strong heritage of nearly 60 years, we are a responsible and diverse group of 420,000 team members in more than 50 countries. We deliver end-to-end services and solutions with our deep industry expertise andstrong partner ecosystem, leveraging our capabilities across strategy, technology, design, engineering and business operations. The Group reported 2024 global revenues of €22.1 billion.Capgemini in India comprises nearly 235,000 team members working across 13 locations: Bangalore, Bhubaneswar, Chennai, Coimbatore, Gandhinagar, Gurugram, Hyderabad, Kolkata, Mumbai, Noida, Pune, Salem, and Tiruchirappalli.Make it real |www.capgemini.com/in-en.