Director, AI-Driven Contact Center Transformation

Capgemini Invent; Dallas (TX); On-site; USD 180,000 - 270,000; 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 a Director, Service & Contact Center Transformation to lead AI-enabled modernization programs for high-volume customer service operations. You will guide cross-functional teams, engage with executives, and translate business needs into credible technical architectures and delivery plans.

The role emphasizes technology-led transformation, with expertise in CCaaS, IVR, CRM, and conversational AI. Expect travel up to 50% as projects demand.

Qualifications

• 12+ years of relevant experience in contact center technology, transformation, or technology consulting.
• 6+ years leading complex project teams with accountability for delivery and client outcomes.
• Fluency across contact center stack: telephony, routing, IVR, CCaaS, CRM, and analytics.

Responsibilities

• Lead end-to-end contact center transformation engagements from current-state assessment to deployment and benefits realization.
• Assess technology estates across telephony, SIP, IVR, CCaaS, CRM, agent desktop, WFM, analytics.
• Define future-state architectures and roadmaps addressing cloud migration, digital self-service, and operational resilience.
• Provide technical leadership for voice tech including speech recognition, TTS, latency, and quality.
• Shape agent‑assist and service‑intelligence capabilities with real-time transcription and knowledge retrieval.
• Advise executives on how AI and automation improve CX, EX, and cost to serve.
• Lead sales pursuits with credible architectures, estimates, and commercial proposals.
• Direct multidisciplinary delivery teams while safeguarding delivery quality and margins.

Skills

Contact center technology

Executive communication

Solutioning

Team leadership

Business development

Education

Bachelor’s degree or equivalent work experience

Tools

Amazon Connect

Genesys Cloud CX

NICE CXone

Five9

Salesforce Service Cloud Voice

Dialogflow CX

Job description

Capgemini Invent is seeking a Director, Service & Contact Center Transformation to lead AI-enabled modernization programs for high-volume customer service operations. You will guide cross-functional teams, engage with executives, and translate business needs into credible technical architectures and delivery plans.

The role emphasizes technology-led transformation, with expertise in CCaaS, IVR, CRM, and conversational AI. Expect travel up to 50% as projects demand.