AI-Enabled Service & Contact Center Consultant

Capgemini; New York (NY); Hybrid; USD 105,000 - 160,000; Full time

Benefits offered by this job

Paid time off

Medical, dental, and vision coverage

Retirement savings plan (401k)

Life and disability insurance

Employee assistance programs

Job summary

Capgemini Invent is seeking a Consultant or Senior Consultant to lead customer service transformations across voice, digital, and assisted channels in New York. You will combine analytics, design, and technology to improve customer outcomes while reducing cost to serve.

We value AI literacy, strong problem solving, and the ability to work with client stakeholders. You should have 3+ years of relevant experience and a Bachelor’s degree or equivalent, with travel up to 50% depending on project

Qualifications

• Three or more years of relevant experience in management consulting, digital services, contact center operations, or customer service transformation.
• Strong analytical capabilities using customer interaction data, call drivers and KPIs.
• Ability to collaborate across strategy, technology, data, and design; facilitate client workshops and present clear recommendations.

Responsibilities

• Lead or support AI-enabled service transformation engagements across voice, digital, and assisted channels.
• Conduct interviews, journey mapping, and cost-to-serve analysis to identify root causes.
• Develop current-state assessments, operating models, roadmaps, and business cases.
• Support design of AI-enabled service solutions and change management.

Skills

AI literacy

Analytical capabilities

Cross-functional collaboration

Problem solving

Education

Bachelor’s degree or equivalent work experience

Job description

Capgemini Invent is seeking a Consultant or Senior Consultant to lead customer service transformations across voice, digital, and assisted channels in New York. You will combine analytics, design, and technology to improve customer outcomes while reducing cost to serve.

We value AI literacy, strong problem solving, and the ability to work with client stakeholders. You should have 3+ years of relevant experience and a Bachelor’s degree or equivalent, with travel up to 50% depending on project