AI-Driven Contact Center Transformation Consultant

Capgemini

Atlanta (GA)

On-site

USD 68,000 - 128,000

Full time

1 hour ago

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Benefits offered by this job

Medical, dental, and vision coverage

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

Paid time off

Job summary

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

You will contribute to Generative AI and Conversational AI delivery, ensuring governance, ethics, and value delivery while collaborating across

Qualifications

2-5 years of experience in consulting, business analysis, product management, customer experience, or contact center operations.
Strong analytical skills and demonstrated experience gathering requirements and translating business needs into actionable solutions.
Experience with customer journey mapping, service design, conversational design, or related initiatives.
Understanding of Generative AI, Conversational AI, LLMs and their application in customer service.
Familiarity with Agile delivery, backlog management, and iterative solution development.
Understanding of contact center processes, customer service operations, metrics.
Strong communication, presentation, facilitation, documentation, and stakeholder management skills.
Ability to work with business stakeholders, technology teams, AI specialists, and cross-functional project teams.

Responsibilities

Gather and document business requirements through interviews, workshops, and process analysis.
Develop user stories, acceptance criteria, maps, journeys, and functional specs to support design.
Design conversational experiences including intents, flows, prompts, and escalation paths.
Analyze conversations, operational data, and metrics to identify automation opportunities.
Support product backlog management, sprint planning, and requirements refinement.
Collaborate with AI developers, data specialists, and stakeholders to translate requirements into AI solutions.
Execute functional, conversational, and UAT testing and drive continuous improvement.
Support client presentations, workshops, and solution demos.