Capgemini
Solution Architect - Customer Service Management
Capgemini, Granite Heights, Wisconsin, United States
Overview
Job Title : Solution Architect - Customer Service Management Location : Dallas, Texas ideally; or, Chicago, IL; Dallas, TX; Houston, TX; Atlanta, GA; NY, NY; or New Jersey area near NY Travel : 25% Job Description
Platform Solution Architect – Customer Service Management (CSM) | ESM – D2 Location: Dallas, Texas Reports to: ESM Solution Head As a Platform Solution Architect, you’ll be at the forefront of shaping next-generation CSM solutions. You’ll work closely with global pre-sales, delivery, and client teams to build robust, cost-effective, and competitive architectures that drive business value and customer satisfaction. Key Responsibilities
Own the end-to-end solution architecture across transition, run, and transformation phases within the ServiceNow portfolio. Lead the development of reusable, scalable solution components including proposal decks, effort models, and delivery frameworks. Required Skills
Collaborate with delivery leads and SMEs to ensure technical feasibility, cost-effectiveness, and alignment with client SLAs. Define and document testing strategies, customer responsibilities, and phased implementation plans. Integrate OCM and Run & Maintain packages into solution proposals to support long-term client success. Guide and mentor virtual teams, ensuring architectural consistency and delivery excellence across regions. Support commercial teams in drafting SoWs, SLAs, and reviewing service credits/penalties. Contribute to sales-to-delivery handovers, ensuring smooth transitions and aligned expectations. Desired Skills
Experience in enterprise-level consulting, due diligence, and advisory for complex deals. Ability to cost solutions, identify risks, and align pricing with client expectations and market benchmarks. Familiarity with global delivery models, including offshore coordination and GDC collaboration. Life at Capgemini
Capgemini Supports All Aspects Of Your Well-being Throughout The Changing Stages Of Your Life And Career. For Eligible Employees, We Offer: Flexible work Healthcare including dental, vision, mental health, and well-being programs Financial well-being programs such as 401(k) and Employee Share Ownership Plan Paid time off and paid holidays Paid parental leave Family building benefits like adoption assistance, surrogacy, and cryopreservation Social well-being benefits like subsidized back-up child/elder care and tutoring Mentoring, coaching and learning programs Employee Resource Groups Disaster Relief About Capgemini
Capgemini is a global business and technology transformation partner, helping organizations accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a diverse group with 340,000 team members in more than 50 countries. With a heritage of over 55 years, Capgemini unlocks the value of technology to address the full breadth of business needs, delivering end-to-end services and solutions from strategy and design to engineering, all fueled by capabilities in AI, cloud and data, and strong industry expertise and partner ecosystem. The group reported 2024 global revenues of €22.1 billion. Legal & Compliance
Disclaimer : Capgemini is an Equal Opportunity Employer encouraging diversity in the workplace. 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. Capgemini may capture your image during the interview process and use it for verification. For rights as an Applicant, please review Capgemini’s Equal Employment Opportunity information. Job Type : Infrastructure Schedule : Full-time Primary Location : US-TX-Dallas Other Locations : US-NY-New York, US-NJ-Bridgewater, US-GA-Atlanta, US-TX-Houston, US-IL-Chicago Organization : CIS US P&C
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Job Title : Solution Architect - Customer Service Management Location : Dallas, Texas ideally; or, Chicago, IL; Dallas, TX; Houston, TX; Atlanta, GA; NY, NY; or New Jersey area near NY Travel : 25% Job Description
Platform Solution Architect – Customer Service Management (CSM) | ESM – D2 Location: Dallas, Texas Reports to: ESM Solution Head As a Platform Solution Architect, you’ll be at the forefront of shaping next-generation CSM solutions. You’ll work closely with global pre-sales, delivery, and client teams to build robust, cost-effective, and competitive architectures that drive business value and customer satisfaction. Key Responsibilities
Own the end-to-end solution architecture across transition, run, and transformation phases within the ServiceNow portfolio. Lead the development of reusable, scalable solution components including proposal decks, effort models, and delivery frameworks. Required Skills
Collaborate with delivery leads and SMEs to ensure technical feasibility, cost-effectiveness, and alignment with client SLAs. Define and document testing strategies, customer responsibilities, and phased implementation plans. Integrate OCM and Run & Maintain packages into solution proposals to support long-term client success. Guide and mentor virtual teams, ensuring architectural consistency and delivery excellence across regions. Support commercial teams in drafting SoWs, SLAs, and reviewing service credits/penalties. Contribute to sales-to-delivery handovers, ensuring smooth transitions and aligned expectations. Desired Skills
Experience in enterprise-level consulting, due diligence, and advisory for complex deals. Ability to cost solutions, identify risks, and align pricing with client expectations and market benchmarks. Familiarity with global delivery models, including offshore coordination and GDC collaboration. Life at Capgemini
Capgemini Supports All Aspects Of Your Well-being Throughout The Changing Stages Of Your Life And Career. For Eligible Employees, We Offer: Flexible work Healthcare including dental, vision, mental health, and well-being programs Financial well-being programs such as 401(k) and Employee Share Ownership Plan Paid time off and paid holidays Paid parental leave Family building benefits like adoption assistance, surrogacy, and cryopreservation Social well-being benefits like subsidized back-up child/elder care and tutoring Mentoring, coaching and learning programs Employee Resource Groups Disaster Relief About Capgemini
Capgemini is a global business and technology transformation partner, helping organizations accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a diverse group with 340,000 team members in more than 50 countries. With a heritage of over 55 years, Capgemini unlocks the value of technology to address the full breadth of business needs, delivering end-to-end services and solutions from strategy and design to engineering, all fueled by capabilities in AI, cloud and data, and strong industry expertise and partner ecosystem. The group reported 2024 global revenues of €22.1 billion. Legal & Compliance
Disclaimer : Capgemini is an Equal Opportunity Employer encouraging diversity in the workplace. 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. Capgemini may capture your image during the interview process and use it for verification. For rights as an Applicant, please review Capgemini’s Equal Employment Opportunity information. Job Type : Infrastructure Schedule : Full-time Primary Location : US-TX-Dallas Other Locations : US-NY-New York, US-NJ-Bridgewater, US-GA-Atlanta, US-TX-Houston, US-IL-Chicago Organization : CIS US P&C
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