Director, 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

Director, Service & Contact Center Transformation

At Capgemini Invent, we believe difference drives change. As inventive transformation consultants, we blend our strategic, creative and scientific capabilities, collaborating closely with clients to deliver cutting-edge solutions. Join us to drive transformation tailored to our client's challenges of today and tomorrow. Informed and validated by science and data. Superpowered by creativity and design. All underpinned by technology created with purpose.

About the Job You’re Considering

As AI reshapes how organizations operate, compete, and create value, we are evolving our consulting model to be AI-enabled by design, augmenting human judgment with analytics, automation, and generative AI. Our teams are looking for consultants who are not only strong problem solvers, but who are excited to work differently in an AI-first world: curious, adaptable, and ready to help clients reimagine how work gets done.

frog is the reinvention and experience partner for the eco-digital era and the customer experience and design practice of Capgemini Invent. Our global network brings together designers, technologists, data scientists, and consultants to create human-centered experiences at scale. Within frog’s Customer Transformation practice, we help organizations reimagine customer service by connecting experience strategy, operating-model transformation, AI-enabled service, data, design, and technology.

Your Role

As a Director, Service & Contact Center Transformation, you will help clients reimagine how they serve their customers across high-volume, complex, and brand-critical interactions. You will advise senior executives on how to balance automation, augmentation, and human service, using AI, generative AI, analytics, and experience-led design to improve customer outcomes, employee experience, operational performance, and cost to serve.

You will work across the full lifecycle of an opportunity, from developing executive relationships and shaping market-facing propositions through pursuit leadership, solution design, commercial structuring, and delivery. As a senior leader, you will be expected to originate and expand client opportunities, contribute to revenue growth, safeguard engagement economics, and remain accountable for realizing the outcomes promised during the sales process. You will lead multidisciplinary teams and serve as a trusted advisor and senior point of escalation for clients.

Key Responsibilities Include:

• Lead end-to-end service and contact center transformation engagements, from current-state assessment and future-state strategy through implementation, production, and benefits realization.
• Advise senior executives on how AI, generative AI, automation, analytics, and human-centered design can improve customer experience, employee experience, service quality, and cost to serve.
• Design future-state operating models and transformation roadmaps spanning digital self-service, voice AI, intelligent routing, agent assistance, knowledge management, workforce optimization, and service analytics.
• Develop compelling business cases tied to measurable outcomes, including containment, first-contact resolution, average handle time, customer satisfaction, workforce effectiveness, and cost per contact.
• Originate and qualify new opportunities, build relationships with senior client executives, and translate strategic priorities into differentiated transformation propositions.
• Lead or co-lead strategic pursuits, including opportunity shaping, proposals, RFI and RFP responses, proofs of concept, executive presentations, client orals, commercial negotiations, and effort estimation.
• Generate revenue by identifying and converting opportunities into sold work, expanding existing engagements, opening new buying relationships, and collaborating with account, industry, capability, and alliance leaders.
• Define engagement scope, delivery approach, staffing, pricing, and commercials while managing risk, protecting margin, and maintaining accountability from pursuit through delivery.
• Direct multidisciplinary teams across strategy, service design, conversation design, technology, data, analytics, and change management while serving as a trusted executive advisor and senior escalation point.
• Strengthen the practice through thought leadership, reusable assets, market offerings, alliance relationships, and coaching of senior managers and consultants.

Your Skills + Experience

You bring strong AI literacy, including core AI and generative AI concepts, and understand how these capabilities apply to enterprise transformation. You are able to identify and support AI-enabled opportunities that improve business outcomes and delivery effectiveness, and you have experience working in AI-augmented ways of working to enhance research, analysis, and solution development. You collaborate effectively across strategy, technology, data, and design to enable AI-driven solutions, with a solid understanding of responsible AI principles such as ethics, privacy, security, and governance. You demonstrate curiosity and a continuous learning mindset around emerging AI capabilities and their practical application in client environments.

You combine commercial leadership and experience-led transformation expertise with sufficient technical fluency to engage credibly with business, operations, and technology stakeholders. You can move effectively between executive strategy conversations, operating-model decisions, experience design, commercial discussions, and detailed architecture sessions.

Required Experience:

• 12+ years of relevant experience in contact center transformation, customer service operations, or management consulting, including significant experience in service strategy, technology, and transformation.
• 6+ years leading complex engagements or major workstreams, with accountability for delivery quality, team performance, client outcomes, and senior stakeholder relationships.
• Demonstrated success originating, shaping, and converting consulting opportunities, including executive relationship development, solution development, proposals, presentations, and commercial negotiations.
• A sustained record of contributing to revenue growth through new client pursuits, account expansion, follow-on sales, cross-capability collaboration, or scalable market offerings.
• Experience managing engagement economics, including scope, effort estimation, pricing, staffing, risk, margin protection, and value-based expansion.
• Experience delivering enterprise-scale contact center, conversational AI, or AI-enabled customer service programs into production.
• Strong understanding of contact center operating models and architecture, including telephony, routing, IVR, Contact Center as a Service, CRM, knowledge management, workforce management, quality management, analytics, and AI orchestration.
• Practical familiarity with voice AI, generative AI, agent assistance, intelligent knowledge retrieval, automated summarization, digital self-service, and human handoff design.
• Executive-level communication and storytelling skills, with the ability to facilitate workshops, present client orals, lead steering committees, and engage confidently with business and technology leaders.
• Bachelor’s degree or equivalent work experience, with the ability to travel up to 50% based on client and engagement requirements.

The base compensation range for this role in the posted location is: $180,000 to $270,000

Capgemini provides compensation range information in accordance with applicable national, state, provincial, and local pay transparency laws. The base compensation range listed for this position reflects the minimum and maximum target compensation Capgemini, in good faith, believes it may pay for the role at the time of this posting. This range may be subject to change as permitted by law.

The actual compensation offered to any candidate may fall outside of the posted range and will be determined based on multiple factors legally permitted in the applicable jurisdiction.

These may include, but are not limited to: Geographic location, Education and qualifications, Certifications and licenses, Relevant experience and skills, Seniority and performance, Market and business consideration, Internal pay equity.

It is not typical for candidates to be hired at or near the top of the posted compensation range.

In addition to base salary, this role may be eligible for additional compensation such as variable incentives, bonuses, or commissions, depending on the position and applicable laws.

Capgemini offers a comprehensive, non-negotiable benefits package to all regular, full-time employees. In the U.S. and Canada, available benefits are determined by local policy and eligibility and may include:

• Paid time off based on employee grade (A-F), defined by policy: Vacation: 12-25 days, depending on grade, Company paid holidays, Personal Days, Sick Leave
• Medical, dental, and vision coverage (or provincial healthcare coordination in Canada)
• Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada)
• Life and disability insurance
• Employee assistance programs
• Other benefits as provided by local policy and eligibility

Important Notice

Compensation (including bonuses, commissions, or other forms of incentive pay) is not considered earned, vested, or payable until it becomes due under the terms of applicable plans or agreements and is subject to Capgemini’s discretion, consistent with applicable laws. The Company reserves the right to amend or withdraw compensation programs at any time, within the limits of applicable legislation.

Disclaimers

Capgemini is an Equal Opportunity Employer encouraging inclusion in the workplace. Capgemini also participates in the Partnership Accreditation in Indigenous Relations (PAIR) program which supports meaningful engagement with Indigenous communities across Canada by promoting fairness, accessibility, inclusion and respect. We value the rich cultural heritage and contributions of Indigenous Peoples and actively work to create a welcoming and respectful environment. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.

This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodation does not pose an undue hardship. Capgemini is committed to providing reasonable accommodation during our recruitment process. If you need assistance or accommodation, please reach out to your recruiting contact.

Please be aware that Capgemini may capture your image (video or screenshot) during the interview process and that image may be used for verification, including during the hiring and onboarding process.

Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem.