AI-Driven Service & Contact Center Transformation Director

Capgemini; New York (NY); On-site; USD 180,000 - 270,000; Full time

Job summary

Capgemini Invent in New York is seeking a Director of Service & Contact Center Transformation to lead AI-enabled customer service transformations for high-volume, complex interactions. You will guide executive stakeholders, shape opportunities, and drive multimodal change across strategy, design, and technology.

The role emphasizes responsible AI, operational excellence, and tangible business outcomes. This senior leadership position requires deep experience in contact center architecture,

Qualifications

• 12+ years in contact center transformation, customer service operations, or management consulting.
• 6+ years leading complex engagements or major workstreams with delivery accountability.

Responsibilities

• Lead end-to-end service and contact center transformation engagements from current to future state.
• Advise senior executives on AI, automation, analytics, and human-centered design to improve outcomes and cost to serve.
• Design operating models and roadmaps across digital self-service, voice AI, routing, and analytics.
• Develop business cases tied to measurable outcomes like containment, first-contact resolution, and customer satisfaction.
• Originate and qualify new opportunities; lead or co-lead strategic pursuits and client engagements.
• Define scope, staffing, pricing, and risk; manage engagement economics and margins.

Skills

AI literacy

Executive communication

Transformation leadership

Strategy development

Stakeholder management

Education

Bachelor's degree or equivalent

Tools

CRM software

Knowledge management

Analytics platforms

Job description

Capgemini Invent in New York is seeking a Director of Service & Contact Center Transformation to lead AI-enabled customer service transformations for high-volume, complex interactions. You will guide executive stakeholders, shape opportunities, and drive multimodal change across strategy, design, and technology.

The role emphasizes responsible AI, operational excellence, and tangible business outcomes. This senior leadership position requires deep experience in contact center architecture,