Director, AI-Enabled Contact Center Transformation

Capgemini; United States; Remote; USD 180,000 - 270,000; Full time

Benefits offered by this job

Paid time off

Medical insurance

Retirement plans

Job summary

Capgemini Invent frog practice seeks a Director to lead end-to-end contact center and service transformation programs across utilities, telecommunications, and asset-intensive industries. You will shape architectures for CCaaS, telephony, IVR, CRM, and analytics, and align them with field service workflows.

The role requires 12+ years in contact center tech or transformation, 6+ years leading large teams, and travel up to 50%.

Qualifications

• Bachelor’s degree or equivalent work experience required.
• Experience leading contact center or field service modernization projects.
• Ability to travel up to 50%.

Responsibilities

• Lead end-to-end contact center and service technology transformations from assessment to realization.
• Design future-state service ecosystems spanning CCaaS, telephony, IVR, CRM, agent desktop, knowledge, analytics, and data architecture.
• Connect contact center modernization with field service operations, including technician workflows and dispatch.
• Shape AI-enabled service capabilities such as conversational and voice AI, agent assist, and knowledge retrieval.
• Serve as the technical authority translating requirements into architectures and investment cases.
• Lead business development, proposals, and client negotiations.
• Direct multidisciplinary teams maintaining delivery quality, client outcomes, engagement economics, and margins.

Skills

Leadership

Strategic thinking

Program management

Executive communication

Education

Bachelor’s degree or equivalent work experience

Tools

CCaaS

Telephony

SIP

IVR

CRM

Agent desktop

Knowledge management

Workforce management

Quality management

Analytics

Systems integration

Job description

Capgemini Invent frog practice seeks a Director to lead end-to-end contact center and service transformation programs across utilities, telecommunications, and asset-intensive industries. You will shape architectures for CCaaS, telephony, IVR, CRM, and analytics, and align them with field service workflows.

The role requires 12+ years in contact center tech or transformation, 6+ years leading large teams, and travel up to 50%.