Capgemini Invent - AI Contact Center Senior Consultant

About the role

Capgemini Invent’s Contact Center Transformation team helps organizations turn contact center strategy into operational reality through data-led, AI-enabled transformation. The team analyzes customer interactions, operational metrics, and journey data to identify demand drivers, automation opportunities, and inefficiencies, translating insights into prioritized transformation roadmaps. A core focus is designing and deploying conversational AI and intelligent automation across voice and digital channels, grounded in real customer demand to improve containment, efficiency, and experience. By integrating strategy, service design, technology platforms, and agent experience, the team enables AI-first service models that deliver measurable business outcomes.

Responsibilities

• Support the design and delivery of AI-enabled contact center solutions with a focus on conversational AI, digital self-service, and intelligent agent support capabilities.
• Combine product management practices with hands-on delivery of AI solutions that modernize customer interactions and improve agent productivity.
• Support the development of conversational experiences across voice and digital channels, defining automation opportunities within service journeys, and contributing to the delivery of modern agent tools such as agent assist and AI-enhanced desktops.
• Collaborate with cross-functional teams across strategy, design, engineering, and data to deliver AI-enabled contact center solutions from concept through deployment.
• Participate in client workshops, solution design sessions, demonstrations, and research on emerging conversational AI and contact center technologies to inform solution development.

Requirements

You bring strong AI literacy, including core AI and generative AI concepts, and understand how these capabilities apply to enterprise transformation. You are able to identify and support AI-enabled opportunities that improve business outcomes and delivery effectiveness, and you have experience working in AI-augmented ways of working to enhance research, analysis, and solution development. You collaborate effectively across strategy, technology, data, and design to enable AI-driven solutions, with a solid understanding of responsible AI principles such as ethics, privacy, security, and governance. You demonstrate curiosity and a continuous learning mindset around emerging AI capabilities and their practical application in client environments.

Qualifications

• 5–8 years of experience in consulting, product management, digital transformation, or technology delivery roles.
• Experience supporting conversational AI, chatbots, virtual assistants, or digital self-service implementations.
• Familiarity with contact center platforms and ecosystems (e.g., Genesys, NICE, Amazon Connect, Salesforce, Kore.ai) and AI-enabled service capabilities such as agent assist, knowledge retrieval, automation, or intelligent routing.
• Understanding of product management and agile delivery principles, including roadmap planning and backlog prioritization.
• Strong analytical, communication, and collaboration skills.
• Ability to travel up to 50% or as needed.

Skills

• Strong AI literacy, including core AI and generative AI concepts.
• Experience working in AI-augmented ways of working to enhance research, analysis, and solution development.
• Collaboration across strategy, technology, data, and design to enable AI-driven solutions.
• Curiosity and continuous learning mindset around emerging AI capabilities and their practical application in client environments.

Pay

The base compensation range for this role in the posted location is $105,600.00 - $199,480.00 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

Capgemini offers a comprehensive, non-negotiable benefits package to all regular, full-time employees. In the U.S. and Canada, available benefits are determined by local policy and eligibility and may include: 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