Director, AI-Driven Service & Contact Center Transformation

Frog; Chicago (IL); Hybrid; USD 180,000 - 270,000; Full time

Job summary

Capgemini Invent’s frog division seeks a Director, Service & Contact Center Transformation to lead AI-enabled customer service transformations across high-volume interactions. You will guide executives on balancing automation, augmentation, and human service using AI, analytics, and experience-led design.

You will manage end-to-end engagements, originate opportunities, shape market propositions, and lead multidisciplinary teams to deliver measurable value and revenue growth for clients worldwide.

Qualifications

• 12+ years in contact center transformation or management consulting.
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Responsibilities

• Lead end-to-end service and contact center transformations from assessment to benefits realization.
• Advise executives on AI, automation, and human-centered design to improve outcomes.
• Design future-state operating models and roadmaps for digital self-service and AI.
• Develop business cases with measurable outcomes including containment and CSAT.
• Originate and shape opportunities; build C-level relationships; translate strategy into propositions.
• Lead pursuits: proposals, RFIs/RFPs, client orals, and negotiations.
• Generate revenue by expanding engagements and forging new buying relationships.
• Direct multidisciplinary teams across strategy, design, tech, data, and change management.
• Strengthen the practice with thought leadership and reusable assets.
• Coach senior managers and consultants to raise capabilities.

Skills

AI literacy

Executive communication

Business development

Change management

Education

Bachelor’s degree or equivalent

Tools

CRM systems

Analytics platforms

Job description

Capgemini Invent’s frog division seeks a Director, Service & Contact Center Transformation to lead AI-enabled customer service transformations across high-volume interactions. You will guide executives on balancing automation, augmentation, and human service using AI, analytics, and experience-led design.

You will manage end-to-end engagements, originate opportunities, shape market propositions, and lead multidisciplinary teams to deliver measurable value and revenue growth for clients worldwide.