AI-Driven Service & Contact Center Transformation Consultant

Frog; San Francisco (CA); On-site; USD 105,000 - 160,000; Full time

Benefits offered by this job

Paid time off

Medical, dental, vision

Retirement savings plans

Life and disability insurance

Employee assistance programs

Job summary

Capgemini Invent frog is seeking Consultants to drive AI-enabled transformation across voice and digital channels. You will lead workstreams, perform current-state assessments, and develop design-blueprints for improved customer experiences while partnering with strategy, technology, and design teams.

You will apply quantitative and qualitative analysis to identify drivers of demand, benchmark performance, and build compelling business cases for service change, with opportunities to mentor

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.
• 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

Problem solving

Analytical ability

Cross-functional collaboration

Education

Bachelor’s degree or equivalent

Tools

Google’s contact center portfolio

Amazon Connect

Genesys Cloud CX

NICE CXone

Five9

Verint

Salesforce Service Cloud Voice

Agentforce Contact Center

Microsoft Dynamics 365

Job description

Capgemini Invent frog is seeking Consultants to drive AI-enabled transformation across voice and digital channels. You will lead workstreams, perform current-state assessments, and develop design-blueprints for improved customer experiences while partnering with strategy, technology, and design teams.

You will apply quantitative and qualitative analysis to identify drivers of demand, benchmark performance, and build compelling business cases for service change, with opportunities to mentor