AI-Enabled Contact Center Transformation Consultant

Capgemini Invent; Dallas (TX); On-site; USD 105,000 - 160,000; Full time

Benefits offered by this job

Paid time off

Medical, dental, and vision coverage

Retirement savings plans

Life and disability insurance

Employee assistance programs

Job summary

Capgemini Invent is seeking consultants to shape AI-enabled customer transformation across voice, digital, and assisted channels. You will leverage quantitative and qualitative analysis to identify drivers of demand, evaluate performance, and build cases for service transformation.

As part of the frog practice, you’ll collaborate with strategists, designers, engineers, and data scientists to deliver practical recommendations that improve customer experience and reduce cost to serve.

Qualifications

• 3+ years in management consulting or customer service transformation.
• Experience with contact center operations and service design.
• Bachelor’s degree or equivalent work experience.

Responsibilities

• Lead or support workstreams across contact center transformation.
• Conduct interviews, journey mapping, and cost-to-serve modeling.
• Develop current-state analyses, service blueprints, and roadmaps.
• Design AI-enabled service solutions including voice AI and agent assist.
• Facilitate workshops, support proposals, and drive adoption.

Skills

AI literacy

Analytical skills

Change management

Education

Bachelor’s degree or equivalent

Job description

Capgemini Invent is seeking consultants to shape AI-enabled customer transformation across voice, digital, and assisted channels. You will leverage quantitative and qualitative analysis to identify drivers of demand, evaluate performance, and build cases for service transformation.

As part of the frog practice, you’ll collaborate with strategists, designers, engineers, and data scientists to deliver practical recommendations that improve customer experience and reduce cost to serve.