AI-Driven Customer Service Transformation Consultant

Capgemini Invent; Chicago (IL); Hybrid; USD 68,000 - 128,000; Full time

Benefits offered by this job

Paid time off 12–25 days

Medical, dental, vision insurance

Retirement plans (401(k))

Job summary

Capgemini Invent in Chicago is seeking a Consultant, AI Customer Service Transformation to design, develop, and deliver AI-enabled customer service solutions. You’ll work with business stakeholders and technical teams to translate needs into conversational experiences and scalable AI-driven offerings.

You’ll apply AI literacy, analytics, and human-centered design to improve customer and agent experiences, contributing to measurable business value in an AI-first world.

Qualifications

• 2-5 years of experience in consulting, business analysis, product management, customer experience, or contact center operations.

Responsibilities

• Gather and document business requirements through stakeholder interviews and process analysis.
• Develop user stories, acceptance criteria, and functional specs to support solution design.
• Design conversational experiences including intents, dialogue flows, prompts, and escalation paths.
• Analyze conversations, data, and metrics to identify automation opportunities and CX improvements.
• Support backlog management, sprint planning, and agile delivery activities.
• Collaborate with AI developers, data specialists, and stakeholders to translate requirements into AI-enabled solutions.
• Execute functional testing, UAT, and defect management for continuous improvement.
• Support client presentations, workshops, and project deliverables.

Skills

AI literacy

Analytical thinking

Stakeholder management

Communication

Cross-functional collaboration

Education

Bachelor's degree

Tools

Salesforce

Microsoft Dynamics

ServiceNow

Zendesk

Genesys

NICE

Five9

Job description

Capgemini Invent in Chicago is seeking a Consultant, AI Customer Service Transformation to design, develop, and deliver AI-enabled customer service solutions. You’ll work with business stakeholders and technical teams to translate needs into conversational experiences and scalable AI-driven offerings.

You’ll apply AI literacy, analytics, and human-centered design to improve customer and agent experiences, contributing to measurable business value in an AI-first world.