AI-Driven Contact Center Transformation Consultant

Frog

Atlanta (GA)

Hybrid

USD 105,000 - 160,000

Full time

4 days ago

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Benefits offered by this job

Paid time off

Medical, dental, vision coverage

Retirement savings plans (401(k) / RR$

Life and disability insurance

Employee assistance programs

Job summary

Capgemini Invent’s frog practice seeks consultants to lead or support AI-enabled service transformations, focusing on transforming how organizations serve customers across voice, digital, and assisted channels. You will use quantitative and qualitative analysis to identify drivers of demand, evaluate performance, and build a compelling business case for service transformation.

You will collaborate with client stakeholders, designers, technology specialists, and operational leaders to develop

Qualifications

Three or more years of relevant experience in management consulting, digital services, contact center operations, or customer service transformation.
Functional depth in at least two areas such as customer service transformation, service experience design, contact forecasting and workforce management, quality management, IVR and routing design, conversational AI, speech analytics, performance measurement and KPIs, or omnichannel engagement.
Strong analytical capabilities, including experience working with customer interaction data, call drivers, intent analysis, operational benchmarks, financial models, and contact center performance measures.
Ability to collaborate across business strategy, experience design, operations, data, and technology; facilitate client workshops; synthesize findings; and communicate clear recommendations to client and project stakeholders.
Bachelor’s degree or equivalent work experience, with the ability to travel up to 50% on average based on project and client needs.

Responsibilities

Lead or support workstreams within contact center and customer service transformation engagements, from current-state assessment and discovery through solution design, production, adoption, and value realization.
Conduct client and customer interviews, journey mapping, call-driver and intent analysis, operational benchmarking, and cost-to-serve modeling to identify the root causes of contact demand and performance challenges.
Develop current-state assessments, journey maps, service blueprints, operating model options, transformation roadmaps, financial models, and business cases that translate analysis into clear recommendations.
Support the design of AI-enabled service solutions incorporating voice AI agents, agent assist, next best action, intelligent routing, knowledge management, digital self-service, real-time monitoring, and effective human handoffs.