AI-Enabled Service & Contact Center Transformation Consultant
Capgemini Invent
An application made for this job — a tailored resume and cover letter that speak straight to the posting.
Benefits offered by this job
Job summary
Capgemini Invent in Seattle seeks a Consultant/Senior Consultant to lead or support AI‑driven service and contact center transformations. You will analyze customer interactions, design improved experiences across voice, digital and assisted channels, and translate findings into practical recommendations for clients.
You will collaborate with leaders across strategy, technology and data, shaping operating models, financial cases, and adoption plans to improve customer outcomes and drive cost
Qualifications
- Three+ years in management consulting, digital services, contact center ops, or customer service transformation.
- Functional depth in two areas such as service transformation, workforce management, or omnichannel engagement.
- Strong analytical capabilities using customer data, call drivers, and KPIs.
Responsibilities
- Lead or support workstreams across voice, digital, and assisted channels.
- Conduct interviews, journey mapping, cost‑to‑serve modeling to identify root causes.
- Develop current‑state assessments, service blueprints, and transformation roadmaps.
- Design AI‑enabled service solutions with agent assist, routing, and knowledge management.
- Facilitate client workshops and contribute to change management and adoption.
Skills
Education
Tools
Job description
Capgemini Invent in Seattle seeks a Consultant/Senior Consultant to lead or support AI‑driven service and contact center transformations. You will analyze customer interactions, design improved experiences across voice, digital and assisted channels, and translate findings into practical recommendations for clients.
You will collaborate with leaders across strategy, technology and data, shaping operating models, financial cases, and adoption plans to improve customer outcomes and drive cost
'/%3e%3cpath%20d='M101.744%2012.4726L102.894%2016.1947L99.0021%2013.2201L101.744%2012.4726ZM105.3%208.40937H100.488L99.0026%203.59473L97.5116%208.41047L92.7%208.40385L96.5965%2011.3834L95.1055%2016.1942L99.0021%2013.2196L101.408%2011.3834L105.3%208.40992V8.40937Z'%20fill='white'/%3e%3cdefs%3e%3clinearGradient%20id='paint0_linear_5593_1381'%20x1='90'%20y1='9.44471'%20x2='99'%20y2='9.44471'%20gradientUnits='userSpaceOnUse'%3e%3cstop%20stop-color='%2300AD70'/%3e%3cstop%20offset='0.998594'%20stop-color='%2300B67A'/%3e%3cstop%20offset='1'%20stop-color='%23DCDCE6'/%3e%3c/linearGradient%3e%3c/defs%3e%3c/svg%3e){kind=small}
