Senior AI-Driven Contact Center Transformation Consultant

Frog; New York (NY); Hybrid; USD 105,000 - 160,000; Full time

Benefits offered by this job

Paid time off

Medical, dental, and vision coverage

Retirement savings plans

Employee assistance programs

Job summary

Capgemini Invent, with frog as its Customer Transformation practice, seeks consultants to lead AI-enabled service transformations across voice, digital, and assisted channels. You will analyze drivers of demand, benchmark operations, and build a credible business case for change.

You will collaborate with sales, design, technology, and data teams to deliver practical recommendations that improve customer experience and contact-center economics.

Qualifications

• Three or more years of relevant experience in management consulting, digital services, contact center operations, or customer service transformation.
• Bachelor’s degree or equivalent work experience; travel up to 50% on average based on project needs.
• Strong analytical capabilities with customer interaction data, call drivers, intent, benchmarks, and KPIs.

Responsibilities

• Lead or support workstreams within contact center and customer service transformation engagements from discovery to value realization.
• Conduct client and customer interviews, journey mapping, and cost-to-serve modeling to identify drivers of demand.
• Develop current-state assessments, service blueprints, operating models, roadmaps and business cases.
• Design AI-enabled service solutions including voice AI agents, agent assist, routing, and knowledge management.
• Facilitate client workshops, contribute to proposals, and support change management and adoption.

Skills

AI literacy

Quantitative analysis

Qualitative analysis

Client workshops

Cross-functional collaboration

Problem solving

Structured communication

Education

Bachelor’s degree or equivalent work experience

Tools

Google CCAI Platform

Dialogflow CX

Salesforce Service Cloud Voice

Genesys Cloud CX

Job description

Capgemini Invent, with frog as its Customer Transformation practice, seeks consultants to lead AI-enabled service transformations across voice, digital, and assisted channels. You will analyze drivers of demand, benchmark operations, and build a credible business case for change.

You will collaborate with sales, design, technology, and data teams to deliver practical recommendations that improve customer experience and contact-center economics.