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

Medical, dental, and vision coverage

Retirement savings plans (e.g., 401(k)

Life and disability insurance

Employee assistance programs

Other benefits per local policy

Job summary

Capgemini Invent is seeking a Consultant, AI Customer Service Transformation, to help design, develop, and deliver AI-enabled customer service solutions. You’ll work with business stakeholders, customer service teams, product owners, and technical specialists to translate needs into actionable requirements and product features.

You will apply analytical thinking and user-centered design to identify opportunities, improve agent and customer experiences, and implement scalable AI-driven solutions

Qualifications

• 2–5 years in consulting, business analysis, product management, or related fields.
• Experience gathering requirements and translating needs into solutions.
• Experience with journey mapping, service design, or conversational design.
• Understanding Generative AI, Conversational AI, and LLMs in customer service.

Responsibilities

• Gather and document business requirements from stakeholders.
• Develop user stories, acceptance criteria, and process maps.
• Design conversational experiences and dialogue flows.
• Analyze conversations and performance metrics for automation opportunities.
• Support backlog management, sprint planning, and agile delivery.

Skills

AI literacy

Analytical skills

Stakeholder management

Communication

Facilitation

Presentation

Tools

Salesforce

Microsoft Dynamics

ServiceNow

Zendesk

Genesys

NICE

Five9

Job description

Capgemini Invent is seeking a Consultant, AI Customer Service Transformation, to help design, develop, and deliver AI-enabled customer service solutions. You’ll work with business stakeholders, customer service teams, product owners, and technical specialists to translate needs into actionable requirements and product features.

You will apply analytical thinking and user-centered design to identify opportunities, improve agent and customer experiences, and implement scalable AI-driven solutions