AI-Driven Contact Center Transformation Consultant

Capgemini; Atlanta (GA); On-site; USD 68,000 - 128,000; Full time

Benefits offered by this job

Paid time off

401(k) plan

Health insurance

Job summary

Capgemini Invent in the United States is seeking a Consultant, AI Customer Service Transformation to help design and deliver AI-enabled solutions for client centers, translating business needs into actionable requirements and conversational features.

You will work with AI developers and business stakeholders, apply agile methods, and drive measurable service improvements while ensuring responsible AI practices across projects.

Qualifications

• 2-5 years of experience in consulting, business analysis, product management, customer experience, customer service transformation, or contact center operations.
• Strong analytical skills and demonstrated experience gathering requirements, documenting business processes, developing user stories, and translating business needs into actionable solutions.
• Experience with customer journey mapping, service design, conversational design, digital experience design, or related customer transformation initiatives.
• Understanding of Generative AI, Conversational AI, Large Language Models (LLMs), and their application within customer service and operational environments.
• Familiarity with Agile delivery methodologies, product management practices, backlog management, and iterative solution development.
• Understanding of contact center processes, customer service operations, customer support workflows, and service performance metrics.
• Strong communication, presentation, facilitation, documentation, and stakeholder management skills.

Responsibilities

• Gather and document business requirements through stakeholder interviews, workshops, process analysis, customer journey reviews, and assessment of customer interactions.
• Develop user stories, acceptance criteria, process maps, customer journeys, business requirements, and functional specifications to support solution design and delivery.
• Design conversational experiences including intents, dialogue flows, prompts, responses, escalation paths, fallback handling, and human-agent handoffs.
• Analyze customer conversations, operational data, and service performance metrics to identify automation opportunities and customer experience improvements.
• Support product backlog management, use case prioritization, sprint planning, requirements refinement, and agile delivery activities.
• Collaborate closely with AI developers, architects, data specialists, and business stakeholders to translate requirements into effective AI-enabled solutions.
• Execute functional testing, conversational testing, user acceptance testing (UAT), and defect management activities while driving continuous improvement.
• Support client presentations, workshops, solution demonstrations, business case development, and project deliverables.

Skills

AI literacy

Analytical skills

Communication

Stakeholder management

Agile delivery

Generative AI

Conversational AI

LLMs

Team collaboration

Job description

Capgemini Invent in the United States is seeking a Consultant, AI Customer Service Transformation to help design and deliver AI-enabled solutions for client centers, translating business needs into actionable requirements and conversational features.

You will work with AI developers and business stakeholders, apply agile methods, and drive measurable service improvements while ensuring responsible AI practices across projects.