AI-Driven Service & Contact Center Transformation Consultant

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

Job summary

Capgemini Invent’s frog practice helps clients reinvent service experiences, combining business strategy, design, data, and AI to transform contact centers and customer service operations.

As a Consultant or Senior Consultant, you will lead or support AI‑driven transformation programs across voice, digital, and assisted channels, delivering practical recommendations for improved customer experience and frontline effectiveness.

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.

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.
• Facilitate client workshops and working sessions, support proposals and oral presentations, contribute to change management and adoption, and help develop points of view, reusable assets, and junior team members.

Skills

AI literacy

Analytical thinking

Problem solving

Stakeholder collaboration

Travel readiness

Education

Bachelor’s degree or equivalent

Tools

Google Contact Center Portfolio

Amazon Connect

Genesys Cloud CX

NICE CXone

Job description

Capgemini Invent’s frog practice helps clients reinvent service experiences, combining business strategy, design, data, and AI to transform contact centers and customer service operations.

As a Consultant or Senior Consultant, you will lead or support AI‑driven transformation programs across voice, digital, and assisted channels, delivering practical recommendations for improved customer experience and frontline effectiveness.