Senior Client Manager

Capgemini; Atlanta (GA); Hybrid; USD 106,000 - 155,000; Full time

Benefits offered by this job

PTO

Health insurance

Retirement plan

Life insurance

Employee assistance

Job summary

Capgemini is seeking a Senior Enterprise Sales Lead for AI-powered customer experience in Atlanta, GA. You will shape strategy, lead engagements with C-suite clients, and drive large-scale CCaaS and CRM transformations leveraging AI and automation.

You will build and close a mix of annuity and project-based opportunities, collaborate across regions, and influence roadmap decisions, governance and integration with trusted partners to deliver measurable CX improvements.

Qualifications

• Experience designing, selling and deploying AI-enabled contact centre solutions.
• Proven ability to build and close a sales pipeline with clients.
• Knowledge of CCaaS, CRM and AI platforms and governance.

Responsibilities

• Lead clients in redesigning customer ops with AI agents, automation and workflows.
• Build a sales pipeline of annuity and project opportunities.
• Support opportunities across the deal cycle from intake to governance.
• Consult with internal stakeholders to engage with existing and new clients.
• Create omnichannel CX and AI strategies to improve outcomes.
• Identify high-value AI use cases across customer service and sales.
• Develop business cases and transformation roadmaps linking AI investment to value.
• Guide clients in changing roles and processes as AI reshapes work.
• Recommend sourcing and operating models balancing experience and cost.
• Shape tech recommendations across CCaaS, CRM, data and AI with governance.
• Collaborate with hyperscalers and partners to accelerate outcomes.

Skills

AI-enabled CX

Commercial modelling

Sales pipeline

New business

Contact centre trends

Industry experience

CCaaS integration

Process improvement

CX journey design

AI use cases

CCaaS/CRM platforms

Responsible AI

Sales & marketing ops

Tools

Salesforce

Zendesk

AWS

Genesys Cloud

Google CCAI

NICE CXone

Job description

Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you’d like, where you’ll be supported and inspired bya collaborative community of colleagues around the world, and where you’ll be able to reimagine what’s possible. Join us and help the world’s leading organizationsunlock the value of technology and build a more sustainable, more inclusive world.

About The Job You're Considering

Capgemini’s Customer Experience practice helps clients reimagine, build and operate AI-enabled customer operations and engagement models across service, sales and marketing. We combine human expertise, industry knowledge, data, cloud platforms, automation and responsible AI to improve customer experience, employee effectiveness, revenue growth and cost-to-serve. This includes:

• Design and transform end-to-end customer journeys that increase engagement, conversion, loyalty and customer lifetime value
• Design AI-enabled operating models and customer engagement strategies across service, sales and marketing
• Modernize and integrate CCaaS, CRM, customer data, marketing automation, knowledge and AI platforms
• Utilize digital insights to personalize engagement, augment employees and improve customer, commercial and operational performance
• Operate and continuously transform customer service, sales and marketing operations through managed services, automation and AI

Hybrid working: The places that you work from day to day will vary according to your role, your needs, and those of the business; it will be a blend of Company offices, client sites, and your home; noting that you will be unable to work at home 100% of the time.

Your role

Responsibilities

• Lead clients in redesigning customer operations and engagement models around human expertise, AI agents, automation and intelligent workflows to deliver more personal, proactive and efficient experiences
• Build a sales pipeline of both annuity and project-based opportunities
• Support contact center opportunities across the deal cycle from intake and qualification through solution integration, proposal development and related governance
• Consult with internal stakeholders across industry verticals to engage with existing and new clients
• Create and drive industry-leading, digital-first omnichannel CX and AI strategies that improve customer, employee and commercial outcomes
• Assess client journeys, operations, data and technology to identify high-value use cases for generative AI, conversational AI, agent assist, intelligent automation, analytics and self-service
• Build outcome‑led business cases and transformation roadmaps that connect AI investment to measurable improvements in revenue, customer satisfaction, employee productivity, containment, quality and cost‑to‑serve
• Help clients redesign roles, skills, capacity and change programs as AI reshapes work across customer service, sales and marketing operations
• Recommend sourcing and operating models that balance experience, growth, resilience, control and cost, including the effective orchestration of client teams, managed services, technology partners, automation and AI agents
• Shape integrated technology recommendations spanning CCaaS, CRM, data, knowledge management, automation, generative AI and agentic AI, with appropriate security, governance and responsible AI controls
• Build propositions and pursue opportunities with hyperscalers, CCaaS, CRM, data and AI partners, bringing together the right ecosystem to accelerate client outcomes

You can bring your whole self to work. At Capgemini, stiving for equity, diversity and inclusion is part of everyday life and will be part of your working reality. We have built an inclusive and welcoming environment, for everyone.

Your Skills And Experience

• Experience designing, selling and deploying AI-enabled contact centre solutions and outsourcing services, including the integration of people, process, data and technology
• Experience within commercial modelling and sizing
• Management of a successfully delivered sales pipeline
• Clear evidence of winning new client business in the Customer Operations and/or Contact Centre markets
• Strong knowledge of current contact centre and digital transformation trends, including generative AI, agentic AI, conversational AI, intelligent automation, analytics, cloud contact centre platforms and evolving operating models
• Cross-sector experience, with a special focus on Energy & Utilities, Telco, Media & Technology
• Experience in working on integrated Contact Centre solutions and services in terms of technology, operational delivery, WFM, Learning, Reporting & Analytics and Quality
• Process Improvement methodologies
• A passion and desire to improve CX and support clients on their journey
• Experience improving customer journeys to improve CX outcomes
• Proven experience identifying, qualifying and shaping AI‑led use cases across customer service, sales and marketing, including conversational and agentic AI, agent assist, automated quality, knowledge management, personalization and workflow orchestration, together with experience leading RFI/RFP responses and creating compelling solutions and proposals
• Working knowledge of leading CCaaS, CRM, customer data, marketing automation and AI platforms, such as Salesforce, Zendesk, AWS, Genesys Cloud, Google CCAI and NICE CXone, and the ability to explain how they integrate within a modern customer engagement architecture
• Demonstrated understanding of responsible AI and operational governance, including data privacy, security, model and agent risk, human oversight, monitoring, regulatory compliance, adoption and value realization
• Working knowledge of sales, marketing and service operations, including lead and opportunity management, campaign execution, customer acquisition, conversion, retention and expansion, with an understanding of how data, automation and AI improve commercial performance across the customer lifecycle

The base compensation range for this role in the posted location is: $106,000-$154,500

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.

Benefits

• 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.

Click the following link for more information on your rights as an Applicant in the United States. http://www.capgemini.com/resources/equal-employment-opportunity-is-the-law

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.