Capgemini
Capgemini Invent - Contact Center - Senior Consultant
Capgemini, New York, New York, us, 10261
Overview
Capgemini Invent - Contact Center - Senior Consultant role at Capgemini.
Role Title Senior Consultant – Contact Center (NYC, ATL, CHI, SFO)
Your Role As a Senior Consultant in the Enterprise Transformation team at Capgemini Invent, you will support and deliver end-to-end transformation initiatives across contact center operations, customer service, and service operations. Your role will focus on helping clients optimize their service delivery models, enhance digital engagement, and unlock operational efficiencies through the use of intelligent routing, digital deflection, and workforce management.
Your responsibilities include:
Partner with senior client stakeholders to shape customer service transformation strategies aligned to broader enterprise goals (e.g., cost transformation, customer experience, digital enablement).
Design target operating models for contact centers and service functions, including channel strategy, organizational structure, capability enablement, and governance.
Lead diagnostic assessments to identify performance gaps and transformation opportunities across the service value chain.
Develop enterprise-wide routing and interaction strategies that leverage intent, personalization, and AI to enhance customer journeys.
Advise clients on digital deflection and self-service strategies that reduce volume, improve satisfaction, and enable scale.
Guide strategy and roadmap development for workforce transformation, including the future of work, AI-human collaboration, and talent evolution in service environments.
Translate strategic recommendations into actionable transformation roadmaps with prioritized initiatives, KPIs, and change levers.
Serve as a thought leader across contact center and service operations trends, technologies, and best practices.
Your Profile We would love to see a candidate with:
5+ years of experience in management consulting, product management, and/or internal consulting with a focus on customer service, contact center, or service operations transformation.
Proven ability to engage and influence executive stakeholders and translate business vision into executable strategies.
Strong understanding of customer engagement trends, including omnichannel service, AI and automation, and experience design.
Familiarity with enabling platforms such as Genesys, NICE, Salesforce, or Amazon Connect is beneficial but not required.
Exceptional communication, problem-solving, and analytical skills with a strategic mindset.
Experience in relevant industry verticals such as financial services, technology, insurance, life sciences, or telecom is a plus.
Bachelor’s degree required; MBA or advanced degree strongly preferred.
What You’ll Love About Working Here
Empowerment:
Lead the change and take initiative; find work-life balance; craft or own path through learning and career development programs.
Energy:
Connect as a global community of 13,000+ colleagues; celebrate diverse perspectives; participate in clubs, events and gatherings to celebrate wins.
Experiences:
Work internally and with clients to make a difference; push boundaries to reimagine what’s possible; contribute to building a more sustainable and inclusive future.
Need to Know 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.
This is a general description of the duties, responsibilities and qualifications required for this position. Capgemini will consider reasonable accommodations to enable individuals with disabilities to perform the essential functions, provided that such accommodations do not pose an undue hardship.
Click the following link for more information on your rights as an Applicant: http://www.capgemini.com/resources/equal-employment-opportunity-is-the-law
About Capgemini Capgemini is a global business and technology transformation partner, helping organizations accelerate their digital and sustainable transition. It employs 340,000+ people in more than 50 countries and delivers end-to-end services spanning strategy, design, engineering, AI, cloud, and data, underpinned by industry expertise and a partner ecosystem. The group reported 2023 global revenues of €22.5 billion.
Salary information is disclosed in compliance with pay transparency obligations. The base salary range for the tagged location is $110,000 to $145,000, and the role may be eligible for additional compensation, including variable pay or bonus. Benefits include PTO, health insurance, 401(k), and other eligible programs.
Schedule:
Full-time
Primary Location:
US-NY-New York
Other Locations:
US-IL-Chicago, US-GA-Atlanta
Organization:
INVENT PEOPLE S&T
Note: This description may include how the role aligns with the organization; it is not an exhaustive list of duties and qualifications.
#J-18808-Ljbffr
Role Title Senior Consultant – Contact Center (NYC, ATL, CHI, SFO)
Your Role As a Senior Consultant in the Enterprise Transformation team at Capgemini Invent, you will support and deliver end-to-end transformation initiatives across contact center operations, customer service, and service operations. Your role will focus on helping clients optimize their service delivery models, enhance digital engagement, and unlock operational efficiencies through the use of intelligent routing, digital deflection, and workforce management.
Your responsibilities include:
Partner with senior client stakeholders to shape customer service transformation strategies aligned to broader enterprise goals (e.g., cost transformation, customer experience, digital enablement).
Design target operating models for contact centers and service functions, including channel strategy, organizational structure, capability enablement, and governance.
Lead diagnostic assessments to identify performance gaps and transformation opportunities across the service value chain.
Develop enterprise-wide routing and interaction strategies that leverage intent, personalization, and AI to enhance customer journeys.
Advise clients on digital deflection and self-service strategies that reduce volume, improve satisfaction, and enable scale.
Guide strategy and roadmap development for workforce transformation, including the future of work, AI-human collaboration, and talent evolution in service environments.
Translate strategic recommendations into actionable transformation roadmaps with prioritized initiatives, KPIs, and change levers.
Serve as a thought leader across contact center and service operations trends, technologies, and best practices.
Your Profile We would love to see a candidate with:
5+ years of experience in management consulting, product management, and/or internal consulting with a focus on customer service, contact center, or service operations transformation.
Proven ability to engage and influence executive stakeholders and translate business vision into executable strategies.
Strong understanding of customer engagement trends, including omnichannel service, AI and automation, and experience design.
Familiarity with enabling platforms such as Genesys, NICE, Salesforce, or Amazon Connect is beneficial but not required.
Exceptional communication, problem-solving, and analytical skills with a strategic mindset.
Experience in relevant industry verticals such as financial services, technology, insurance, life sciences, or telecom is a plus.
Bachelor’s degree required; MBA or advanced degree strongly preferred.
What You’ll Love About Working Here
Empowerment:
Lead the change and take initiative; find work-life balance; craft or own path through learning and career development programs.
Energy:
Connect as a global community of 13,000+ colleagues; celebrate diverse perspectives; participate in clubs, events and gatherings to celebrate wins.
Experiences:
Work internally and with clients to make a difference; push boundaries to reimagine what’s possible; contribute to building a more sustainable and inclusive future.
Need to Know 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.
This is a general description of the duties, responsibilities and qualifications required for this position. Capgemini will consider reasonable accommodations to enable individuals with disabilities to perform the essential functions, provided that such accommodations do not pose an undue hardship.
Click the following link for more information on your rights as an Applicant: http://www.capgemini.com/resources/equal-employment-opportunity-is-the-law
About Capgemini Capgemini is a global business and technology transformation partner, helping organizations accelerate their digital and sustainable transition. It employs 340,000+ people in more than 50 countries and delivers end-to-end services spanning strategy, design, engineering, AI, cloud, and data, underpinned by industry expertise and a partner ecosystem. The group reported 2023 global revenues of €22.5 billion.
Salary information is disclosed in compliance with pay transparency obligations. The base salary range for the tagged location is $110,000 to $145,000, and the role may be eligible for additional compensation, including variable pay or bonus. Benefits include PTO, health insurance, 401(k), and other eligible programs.
Schedule:
Full-time
Primary Location:
US-NY-New York
Other Locations:
US-IL-Chicago, US-GA-Atlanta
Organization:
INVENT PEOPLE S&T
Note: This description may include how the role aligns with the organization; it is not an exhaustive list of duties and qualifications.
#J-18808-Ljbffr