AI-Driven Service & Contact Center Transformation Lead

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

Benefits offered by this job

PTO

Health insurance

401(k) retirement plan

Job summary

Capgemini Invent’s frog practice seeks consultants to reshape how organizations service customers through AI-enabled transformation. You will lead and support multidisciplinary workstreams across voice, digital, and assisted channels, applying analytics to drive value and cost-to-serve improvements.

You will collaborate with practice leaders, designers, engineers, and data scientists to deliver practical recommendations and scalable solutions that enhance customer experience and frontline

Qualifications

• Bachelor’s degree or equivalent work experience.
• Three or more years in management consulting, digital services, contact center operations, or customer service transformation.

Responsibilities

• Lead or support workstreams within contact center and customer service transformation engagements, from current-state assessment to design and value realization.
• Conduct client and customer interviews, journey mapping, call-driver and intent analysis, benchmarking, and cost-to-serve modeling.
• Develop current-state assessments, journey maps, service blueprints, operating model options, transformation roadmaps, financial models, and business cases.
• Support the design of AI-enabled service solutions incorporating voice AI agents, agent assist, and intelligent routing.
• Facilitate client workshops and working sessions, support proposals and oral presentations, contribute to change management and adoption.

Skills

AI literacy

Strategic thinking

Data analysis

Workshop facilitation

Stakeholder management

Education

Bachelor’s degree

Job description

Capgemini Invent’s frog practice seeks consultants to reshape how organizations service customers through AI-enabled transformation. You will lead and support multidisciplinary workstreams across voice, digital, and assisted channels, applying analytics to drive value and cost-to-serve improvements.

You will collaborate with practice leaders, designers, engineers, and data scientists to deliver practical recommendations and scalable solutions that enhance customer experience and frontline