Director, AI-Driven Contact Center Transformation

Capgemini Invent; Atlanta (GA); On-site; USD 180,000 - 270,000; Full time

Benefits offered by this job

Paid time off

Medical, dental, vision

401(k) retirement plans

Employee assistance programs

Job summary

Capgemini Invent is seeking a Director, Service & Contact Center Transformation to lead AI-enabled modernization efforts across large contact center programs. You will bridge business outcomes with technical architectures, manage cross-functional delivery teams, and shape solutions for executives.

Ideal candidates have 12+ years in contact center tech, strong BD experience, and a proven ability to travel up to 50%. The role emphasizes leadership, strategy, and hands-on architectural guidance.

Qualifications

• Extensive experience in contact center technology and transformation.
• Proven ability to lead large, multi-disciplinary delivery teams.
• Track record in executive-level solutioning and sales support.

Responsibilities

• Lead end-to-end contact center technology transformations.
• Define future-state architectures and roadmaps.
• Provide technical leadership across architecture, engineering, and data.
• Shape proposals, estimates, and client presentations.

Skills

12+ years experience

6+ years leadership

Executive communication

Solution shaping

Business development

Architectural design

Education

Bachelor’s degree or equivalent

MBA (preferred)

Tools

Google CC portfolio

Amazon Connect

Genesys Cloud CX

CCaaS platforms

Dialogflow CX

Job description

Capgemini Invent is seeking a Director, Service & Contact Center Transformation to lead AI-enabled modernization efforts across large contact center programs. You will bridge business outcomes with technical architectures, manage cross-functional delivery teams, and shape solutions for executives.

Ideal candidates have 12+ years in contact center tech, strong BD experience, and a proven ability to travel up to 50%. The role emphasizes leadership, strategy, and hands-on architectural guidance.