Global Contact Center Transformation Lead

Capgemini; Atlanta (GA); Hybrid; USD 89,000 - 207,000; Full time

Benefits offered by this job

Paid time off

Medical, dental, vision

401(k)

Job summary

Capgemini is seeking a seasoned Contact Center Operations & Transformation Lead to drive operational excellence and large-scale support transformations. You will design 24x7 staffing models, optimize omnichannel routing, and collaborate with cross-functional teams to deliver customer-centric solutions.

The role requires 10+ years in contact center ops, hands-on experience with Salesforce, Genesys, Decagon, NICE, and Calabrio, and a proven track record in enterprise-scale transformations.

Qualifications

• 10+ years of experience in contact center operations and optimization.
• Hands-on experience with Salesforce, Genesys, Decagon, NICE, and Calabrio.
• Proven expertise in designing and implementing global 24x7 support and staffing models.
• Experience leading large-scale transformation initiatives within enterprise or managed services environments.
• Strong knowledge of workforce management, omnichannel routing, IVR, CTI integrations, and CRM platforms.

Responsibilities

• Lead contact center operations initiatives focused on process improvement, workforce optimization, and service excellence.
• Design, implement, and optimize global support and 24x7 staffing models to meet business and customer requirements.
• Drive large-scale operational transformation programs within complex enterprise or managed services environments.
• Assess existing support ecosystems and develop actionable strategies to improve performance, efficiency, and customer experience.
• Collaborate with business, technology, and operations teams to enhance contact center capabilities and service delivery models.
• Develop recommendations for workforce planning, scheduling, capacity management, and operational governance.
• Ensure seamless integration and optimization of contact center technologies, CRM platforms, IVR systems, and omnichannel solutions.
• Manage stakeholder communications and provide executive-level updates on transformation initiatives, risks, and outcomes.
• Bring structure and clarity to evolving business environments by establishing processes, frameworks, and actionable roadmaps.

Skills

Contact center ops

Workforce mgmt

Omnichannel

CRM platforms

CTI integrations

Stakeholder mgmt

Leadership

Analytics

NICE

Calabrio

Tools

Salesforce

Genesys

Decagon

NICE

Calabrio

Job description

Capgemini is seeking a seasoned Contact Center Operations & Transformation Lead to drive operational excellence and large-scale support transformations. You will design 24x7 staffing models, optimize omnichannel routing, and collaborate with cross-functional teams to deliver customer-centric solutions.

The role requires 10+ years in contact center ops, hands-on experience with Salesforce, Genesys, Decagon, NICE, and Calabrio, and a proven track record in enterprise-scale transformations.