Director of AI-Driven Contact Center Transformation

Capgemini Invent; Chicago (IL); On-site; USD 180,000 - 270,000; Full time

Benefits offered by this job

Vacation 12-25 days

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 technical sales and delivery for complex contact center modernization programs. You will guide architecture, migration, and optimization across platforms, ensuring business outcomes and strong client relationships.

You will shape future-state roadmaps, advise executives on AI-enabled service, and lead multidisciplinary teams while growing new business opportunities and ensuring delivery quality.

Qualifications

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

Responsibilities

• Lead end-to-end contact center technology transformation engagements from current-state assessment to production deployment.
• Define future-state architectures and transformation roadmaps for platform modernization and cloud migration.
• Provide technical leadership for conversational and voice technology solutions and agent assist capabilities.
• Advise senior executives on AI, analytics, and human-centered design to improve CX and cost to serve.
• Lead or co-lead business development activities: solution shaping, proposals, client presentations, and negotiations.

Skills

Contact center technology

Solution shaping

Executive communication

Business development

Architectural thinking

Education

Bachelor’s degree or equivalent

MBA (preferred)

Tools

Google Cloud Contact Center

Amazon Connect

Genesys Cloud CX

Job description

Capgemini Invent is seeking a Director, Service & Contact Center Transformation to lead technical sales and delivery for complex contact center modernization programs. You will guide architecture, migration, and optimization across platforms, ensuring business outcomes and strong client relationships.

You will shape future-state roadmaps, advise executives on AI-enabled service, and lead multidisciplinary teams while growing new business opportunities and ensuring delivery quality.