Senior AI Consultant, Contact Center Transformation

Capgemini; United States; Hybrid; USD 106,000 - 199,000; Full time

Job summary

Capgemini Invent is seeking a Senior Consultant to lead the design and delivery of AI-enabled customer service solutions for clients across the United States. You will blend business analysis, conversational design, product management, and contact center expertise to transform service operations and drive measurable outcomes.

You will independently lead delivery workstreams, collaborate with business and technology stakeholders, and mentor junior consultants while shaping proposals,

Qualifications

• 5-8 years of experience in consulting, business analysis, product management, customer experience, or contact center transformation.
• Strong business analysis skills, including requirements elicitation, process mapping, user stories, and stakeholder management.
• Experience with conversational design, customer journey design, or AI-enabled service experiences.
• Hands-on experience with generative AI, conversational AI, and agentic AI preferred.
• Understanding of contact center operations, service workflows, and performance metrics.

Responsibilities

• Lead discovery workshops, analyze service operations, and translate business needs into requirements, user stories, acceptance criteria, and delivery roadmaps.
• Own conversational experience design across voice, chat, and agent assist, including intents, dialogue flows, prompts, escalation paths, and exception handling.
• Apply product management practices to prioritize use cases, manage backlogs, define MVPs, and guide iterative solution development.
• Identify opportunities for generative AI, agentic AI, intelligent automation, and workflow orchestration across customer service journeys.
• Collaborate with architects, developers, AI specialists, and client teams to ensure solutions meet business and operational requirements.
• Lead solution testing and AI evaluation, including conversation quality, accuracy, and business outcomes.
• Manage client stakeholders, mentor junior consultants, and contribute to proposals and demos.

Skills

AI literacy

Conversational design

Product management

Stakeholder management

Agile

Analytical thinking

Communication

Tools

Genesys

NICE

Kore.ai

Google CCAI

Salesforce

ServiceNow

Microsoft

Job description

Capgemini Invent is seeking a Senior Consultant to lead the design and delivery of AI-enabled customer service solutions for clients across the United States. You will blend business analysis, conversational design, product management, and contact center expertise to transform service operations and drive measurable outcomes.

You will independently lead delivery workstreams, collaborate with business and technology stakeholders, and mentor junior consultants while shaping proposals,