Director, AI-Enabled Contact Center Transformation

Capgemini Invent; New York (NY); On-site; USD 180,000 - 270,000; Full time

Benefits offered by this job

Paid time off

Medical, dental & vision

Retirement savings plans

Life and disability insurance

Employee assistance programs

Other local benefits

Job summary

Capgemini Invent seeks a Director, Service & Contact Center Transformation to lead technical sales and delivery for complex modernization programs. You will shape architectures, migrate platforms, and optimize operations across telephony, CCaaS, CRM, and analytics.

The role emphasizes technology leadership with business outcomes, requiring 12+ years in contact center domains, executive engagement skills, and travel up to 50% where required.

Qualifications

• Bachelor’s degree or equivalent work experience.
• 12+ years of relevant experience in contact center technology, transformation, or technology consulting.
• 6+ years leading complex project teams or workstreams.
• Fluency across telephony, CCaaS, CRM and analytics stacks.

Responsibilities

• Lead end-to-end contact center technology transformation engagements, from current-state architecture to production deployment and benefits realization.
• Assess contact center technology estates including telephony, IVR, CCaaS, CRM, agent desktop, and data architecture.
• Define future-state architectures and roadmaps including cloud migration and digital self-service.
• Provide technical leadership for voice, speech, and conversational technologies, including UX and handoff.

Skills

Executive communication

Architectural leadership

Solution design

Business development

Cross-functional leadership

Education

Bachelor’s degree or equivalent work experience

Tools

Google Contact Center portfolio

Amazon Connect

Genesys Cloud CX

NICE CXone

Five9

Salesforce Service Cloud Voice

Job description

Capgemini Invent seeks a Director, Service & Contact Center Transformation to lead technical sales and delivery for complex modernization programs. You will shape architectures, migrate platforms, and optimize operations across telephony, CCaaS, CRM, and analytics.

The role emphasizes technology leadership with business outcomes, requiring 12+ years in contact center domains, executive engagement skills, and travel up to 50% where required.