Director of AI-Driven Contact Center Transformation

Frog; Dallas (TX); Hybrid; 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 customer experience transformations for high-volume, brand-critical interactions. You will guide executive stakeholders on balancing automation and human service, shaping market propositions, and delivering measurable business outcomes across the full lifecycle from pursuit to delivery.

You will direct multidisciplinary teams across strategy, design, technology, data, and change management, driving

Qualifications

• Strong AI literacy and understanding of AI-enabled enterprise transformation.
• Executive-level communication and storytelling skills for workshops and client talks.
• Experience linking strategy with operating models and solution design.

Responsibilities

• Lead end-to-end service and contact center transformation engagements across multiple workstreams.
• Advise executives on AI, automation, and human-centered design to improve outcomes and cost-to-serve.
• Define engagement scope, delivery approach, staffing, pricing, and risk management.

Skills

AI literacy

Executive communication

Strategy & design thinking

Change management

Tools

CRM

Analytics tools

Job description

Capgemini Invent is seeking a Director, Service & Contact Center Transformation to lead AI-enabled customer experience transformations for high-volume, brand-critical interactions. You will guide executive stakeholders on balancing automation and human service, shaping market propositions, and delivering measurable business outcomes across the full lifecycle from pursuit to delivery.

You will direct multidisciplinary teams across strategy, design, technology, data, and change management, driving