Senior Contact Center Architect – CX Transformation

Capgemini; Bridgewater (MA); Hybrid; USD 82,000 - 193,000; Full time

Benefits offered by this job

Paid time off

Medical insurance

401(k) retirement plan

Life and disability insurance

Job summary

Capgemini is seeking a Contact Center Architect to lead CX transformation initiatives and define enterprise contact center strategies. You will work with client executives to design modern customer engagement solutions spanning CCaaS, CRM, AI, and analytics.

Role emphasizes target-state architectures, platform migration, and cross-functional collaboration with senior stakeholders, with a hybrid work model in select U.S. locations.

Qualifications

• 10+ years of experience in Contact Center, CX, or Customer Engagement technologies.
• 5+ years in a Solution Architect or Lead Consulting role.
• Experience with leading CCaaS platforms such as Genesys Cloud CX, NICE CXone, Amazon Connect, Five9, or similar.
• Strong expertise integrating CCaaS, CRM, and enterprise systems using APIs.
• Pre-sales and client-facing consulting experience preferred.

Responsibilities

• Define target-state contact center architectures and transformation roadmaps.
• Lead assessments, platform selection, and modernization initiatives.
• Design solutions across CCaaS, CRM, IVR, WEM/WFM, analytics, and data platforms.
• Drive AI strategies including virtual agents and agent-assisted workflows.
• Support pursuits through RFPs, workshops, and presentations.
• Guide large-scale migrations from legacy platforms such as Avaya and Cisco.

Skills

Contact Center

CX

Customer Engagement

CCaaS

CRM integration

AI strategies

WFM

Analytics

APIs

Solution architecture

Pre-sales

Leadership

Tools

Genesys Cloud CX

NICE CXone

Amazon Connect

Five9

CRM integrations

CCaaS platforms

Job description

Capgemini is seeking a Contact Center Architect to lead CX transformation initiatives and define enterprise contact center strategies. You will work with client executives to design modern customer engagement solutions spanning CCaaS, CRM, AI, and analytics.

Role emphasizes target-state architectures, platform migration, and cross-functional collaboration with senior stakeholders, with a hybrid work model in select U.S. locations.