Contact Center Operations & Transformation Lead

Capgemini; Atlanta (GA); Hybrid; USD 89,000 - 207,000; Full time

Benefits offered by this job

Paid time off

Medical, dental, vision

401(k)

Job summary

Capgemini is seeking a seasoned Contact Center Operations & Transformation Lead to drive operational excellence and large-scale support transformations. You will design 24x7 staffing models, optimize omnichannel routing, and collaborate with cross-functional teams to deliver customer-centric solutions.

The role requires 10+ years in contact center ops, hands-on experience with Salesforce, Genesys, Decagon, NICE, and Calabrio, and a proven track record in enterprise-scale transformations.

Qualifications

• 10+ years of experience in contact center operations and optimization.
• Hands-on experience with Salesforce, Genesys, Decagon, NICE, and Calabrio.
• Proven expertise in designing and implementing global 24x7 support and staffing models.
• Experience leading large-scale transformation initiatives within enterprise or managed services environments.
• Strong knowledge of workforce management, omnichannel routing, IVR, CTI integrations, and CRM platforms.

Responsibilities

• Lead contact center operations initiatives focused on process improvement, workforce optimization, and service excellence.
• Design, implement, and optimize global support and 24x7 staffing models to meet business and customer requirements.
• Drive large-scale operational transformation programs within complex enterprise or managed services environments.
• Assess existing support ecosystems and develop actionable strategies to improve performance, efficiency, and customer experience.
• Collaborate with business, technology, and operations teams to enhance contact center capabilities and service delivery models.
• Develop recommendations for workforce planning, scheduling, capacity management, and operational governance.
• Ensure seamless integration and optimization of contact center technologies, CRM platforms, IVR systems, and omnichannel solutions.
• Manage stakeholder communications and provide executive-level updates on transformation initiatives, risks, and outcomes.
• Bring structure and clarity to evolving business environments by establishing processes, frameworks, and actionable roadmaps.

Skills

Contact center ops

Workforce mgmt

Omnichannel

CRM platforms

CTI integrations

Stakeholder mgmt

Leadership

Analytics

NICE

Calabrio

Tools

Salesforce

Genesys

Decagon

NICE

Calabrio

Job description

Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you’d like, where you’ll be supported and inspired by a collaborative community of colleagues around the world, and where you’ll be able to reimagine what’s possible. Join us and help the world’s leading organizations unlock the value of technology and build a more sustainable, more inclusive world.Role LocationThis is a hybrid role & is open for candidates located in any of these locations : Atlanta , Chicago & Nashville, TNAbout The Job You’re ConsideringWe are seeking an experienced Contact Center Operations & Transformation Lead to drive operational excellence, workforce optimization, and large-scale support transformations across global customer service environments. The ideal candidate will bring deep expertise in contact center technologies, workforce management, and service delivery optimization while partnering with cross-functional stakeholders to implement scalable, customer-centric solutions.Your RoleLead contact center operations initiatives focused on process improvement, workforce optimization, and service excellence.Design, implement, and optimize global support and 24x7 staffing models to meet business and customer requirements.Drive large-scale operational transformation programs within complex enterprise or managed services environments.Assess existing support ecosystems and develop actionable strategies to improve performance, efficiency, and customer experience.Collaborate with business, technology, and operations teams to enhance contact center capabilities and service delivery models.Develop recommendations for workforce planning, scheduling, capacity management, and operational governance.Ensure seamless integration and optimization of contact center technologies, CRM platforms, IVR systems, and omnichannel solutions.Manage stakeholder communications and provide executive-level updates on transformation initiatives, risks, and outcomes.Bring structure and clarity to evolving business environments by establishing processes, frameworks, and actionable roadmaps.Your Skills and Experience10+ years of experience in contact center operations and optimizationHands-on experience with Salesforce, Genesys, Decagon, NICE, and CalabrioProven expertise in designing and implementing global 24x7 support and staffing modelsExperience leading large-scale transformation initiatives within enterprise or managed services environmentsStrong knowledge of workforce management, omnichannel routing, IVR, CTI integrations, and CRM platformsExcellent analytical, problem-solving, and stakeholder management skillsAbility to thrive in fast-paced, evolving environments and drive structure and executionMust be legally authorized to work in the United States without employer sponsorship now or in the future.#LI-MS4The base compensation range for this role in the posted location is: $88,544 - $207,401Capgemini provides compensation range information in accordance with applicable national, state, provincial, and local pay transparency laws. The base compensation range listed for this position reflects the minimum and maximum target compensation Capgemini, in good faith, believes it may pay for the role at the time of this posting. This range may be subject to change as permitted by law.The actual compensation offered to any candidate may fall outside of the posted range and will be determined based on multiple factors legally permitted in the applicable jurisdiction.These may include, but are not limited to: Geographic location, Education and qualifications, Certifications and licenses, Relevant experience and skills, Seniority and performance, Market and business consideration, Internal pay equity.It is not typical for candidates to be hired at or near the top of the posted compensation range.In addition to base salary, this role may be eligible for additional compensation such as variable incentives, bonuses, or commissions, depending on the position and applicable laws.Capgemini offers a comprehensive, non-negotiable benefits package to all regular, full-time employees. In the U.S. and Canada, available benefits are determined by local policy and eligibility and may include:Paid time off based on employee grade (A-F), defined by policy: Vacation: 12-25 days, depending on grade, Company paid holidays, Personal Days, Sick LeaveMedical, dental, and vision coverage (or provincial healthcare coordination in Canada)Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada)Life and disability insuranceEmployee assistance programsOther benefits as provided by local policy and eligibilityImportant Notice: Compensation (including bonuses, commissions, or other forms of incentive pay) is not considered earned, vested, or payable until it becomes due under the terms of applicable plans or agreements and is subject to Capgemini’s discretion, consistent with applicable laws. The Company reserves the right to amend or withdraw compensation programs at any time, within the limits of applicable legislation.DisclaimersCapgemini is an Equal Opportunity Employer encouraging inclusion in the workplace. Capgemini also participates in the Partnership Accreditation in Indigenous Relations (PAIR) program which supports meaningful engagement with Indigenous communities across Canada by promoting fairness, accessibility, inclusion and respect. We value the rich cultural heritage and contributions of Indigenous Peoples and actively work to create a welcoming and respectful environment. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodation does not pose an undue hardship. Capgemini is committed to providing reasonable accommodation during our recruitment process. If you need assistance or accommodation, please reach out to your recruiting contact.Please be aware that Capgemini may capture your image (video or screenshot) during the interview process and that image may be used for verification, including during the hiring and onboarding process.Click the following link for more information on your rights as an Applicant in the United States. http://www.capgemini.com/resources/equal-employment-opportunity-is-the-lawCapgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem.