AI-Driven Contact Center Transformation Consultant

Capgemini Invent; Atlanta (GA); Presencial; USD 105 000 - 160 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Paid time off

Medical, dental, and vision coverage

Retirement savings plans

Life and disability insurance

Employee assistance programs

Resumo da oferta

Capgemini Invent leads AI-enabled service and contact center transformation for clients, combining strategy, experience design, data, and technology. frog is the customer experience and design practice driving eco-digital reinvention, partnering with engineers, data scientists, and designers to deliver practical, scalable solutions.

As a Consultant or Senior Consultant, you’ll guide end-to-end transformation, from diagnostics to adoption, and work with senior leaders to realize measurable

Qualificações

• Three+ years in management consulting, digital services, contact center transformations.
• Functional depth in at least two areas such as customer service transformation, service experience design, workforce management, or IVR and routing.
• Strong analytical capabilities with customer interaction data, call drivers, intent analysis, and KPIs.
• Ability to collaborate across strategy, experience design, operations, data, and technology; facilitate client workshops.
• Bachelor’s degree or equivalent; travel up to 50% depending on project needs.

Responsabilidades

• Lead or support workstreams within contact center and customer service transformation engagements.
• Conduct client interviews, journey mapping, call-driver and cost-to-serve analysis to identify root causes.
• Develop current-state assessments, journey maps, service blueprints, operating model options, and business cases.
• Support design of AI-enabled service solutions including voice AI agents, agent assist, and routing.
• Facilitate client workshops, contribute to proposals, and help adoption and value realization.

Conhecimentos

AI literacy

Analytical skills

Cross-functional collaboration

Problem solving

Communication

Formação académica

Bachelor’s degree or equivalent

Ferramentas

Google Contact Center Portfolio

CRM systems

Conversational AI platforms

Descrição da oferta de emprego

Capgemini Invent leads AI-enabled service and contact center transformation for clients, combining strategy, experience design, data, and technology. frog is the customer experience and design practice driving eco-digital reinvention, partnering with engineers, data scientists, and designers to deliver practical, scalable solutions.

As a Consultant or Senior Consultant, you’ll guide end-to-end transformation, from diagnostics to adoption, and work with senior leaders to realize measurable