AI-Driven Contact Center Transformation Consultant

Capgemini Invent; New York (NY); On-site; USD 105,000 - 160,000; Full time

Benefits offered by this job

Paid time off

Medical, dental, and vision insurance

401(k) retirement plan

Life and disability insurance

Employee assistance programs

Job summary

Capgemini Invent, through its frog practice, seeks a Consultant or Senior Consultant for Service & Contact Center Transformation to lead or support workstreams across voice, digital, and assisted channels, using analysis to drive customer transformation.

You will work with practice leaders and multidisciplinary teams from diagnostic through solution deployment, developing practical recommendations that improve experience and efficiency.

Qualifications

• Three or more years in management consulting, digital services, contact center operations, or customer service transformation.
• Strong analytical capabilities with data, call drivers, and KPI measures.
• Ability to collaborate across strategy, design, operations and technology; travel up to 50%.

Responsibilities

• Lead or support workstreams across contact center transformations from discovery to value realization.
• Conduct interviews, journey mapping, and cost-to-serve modeling to diagnose issues.
• Develop current-state assessments and service blueprints with operating model options.
• Design AI-enabled service solutions including voice AI, agent assist, routing, and digital self-service.
• Facilitate client workshops and contribute to proposals, adoption, and change management.

Skills

AI literacy

Problem solving

Analytical skills

Stakeholder collaboration

Communication

Education

Bachelor’s degree or equivalent work experience

Job description

Capgemini Invent, through its frog practice, seeks a Consultant or Senior Consultant for Service & Contact Center Transformation to lead or support workstreams across voice, digital, and assisted channels, using analysis to drive customer transformation.

You will work with practice leaders and multidisciplinary teams from diagnostic through solution deployment, developing practical recommendations that improve experience and efficiency.