AI-Driven Service & Contact Transformation Consultant

Capgemini Invent; Chicago (IL); Sur place; USD 105 000 - 160 000; Plein temps

Résumé du poste

Capgemini Invent's AI-enabled consulting practice seeks a Consultant or Senior Consultant in Service & Contact Center Transformation in the United States. You will lead or support workstreams across voice, digital, and assisted channels, using quantitative and qualitative analysis to diagnose drivers of demand and to build the case for service transformation.

Working with practice leaders and multidisciplinary teams, you will translate current-state diagnostics into practical recommendations

Qualifications

• 3+ 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, or KPI development.
• Bachelor’s degree or equivalent work experience, with ability to travel up to 50% on average based on project needs.

Responsabilités

• Lead or support workstreams focusing on transforming customer service across voice, digital, and assisted channels.
• Conduct client and customer interviews, journey mapping, call-driver and intent analysis, operational benchmarking, and cost-to-serve modeling to identify root causes.
• 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.

Connaissances

AI literacy

Analytical thinking

Client communication

Cross-functional collaboration

Formation

Bachelor's degree or equivalent work experience

Description du poste

Capgemini Invent's AI-enabled consulting practice seeks a Consultant or Senior Consultant in Service & Contact Center Transformation in the United States. You will lead or support workstreams across voice, digital, and assisted channels, using quantitative and qualitative analysis to diagnose drivers of demand and to build the case for service transformation.

Working with practice leaders and multidisciplinary teams, you will translate current-state diagnostics into practical recommendations