frog - Consultant / Senior Consultant, Service & Contact Center Transformation

About the role

At Capgemini Invent, we believe difference drives change. As inventive transformation consultants, we blend our strategic, creative and scientific capabilities, collaborating closely with clients to deliver cutting-edge solutions. Join us to drive transformation tailored to our client’s challenges of today and tomorrow. Informed and validated by science and data. Superpowered by creativity and design. All underpinned by technology created with purpose.

As AI reshapes how organizations operate, compete, and create value, we are evolving our consulting model to be AI-enabled by design, augmenting human judgment with analytics, automation, and generative AI. Our teams are looking for consultants who are not only strong problem solvers, but who are excited to work differently in an AI-first world: curious, adaptable, and ready to help clients reimagine how work gets done. frog is the customer experience and design practice of Capgemini Invent and the reinvention and experience partner for the eco-digital era. We work at the intersection of business strategy, experience design, and applied technology, bringing together strategists, designers, engineers, and data scientists. We start with the customer and carry our ideas through to production. Within frog’s Customer Transformation practice, we help clients reinvent how they serve their customers. Our work combines business strategy, service and experience design, data, technology, and AI to transform contact centers and customer service operations. We help clients determine what to automate, what to augment, and how to improve customer outcomes while reducing cost to serve.

Responsibilities

• Lead or support workstreams within contact center and customer service transformation engagements, from current-state assessment and discovery through solution design, production, adoption, and value realization.
• Conduct client and customer interviews, journey mapping, call-driver and intent analysis, operational benchmarking, and cost-to-serve modeling to identify the root causes of contact demand and performance challenges.
• Develop current-state assessments, journey maps, service blueprints, operating model options, transformation roadmaps, financial models, and business cases that translate analysis into clear recommendations.
• Support the design of AI-enabled service solutions incorporating voice AI agents, agent assist, next best action, intelligent routing, knowledge management, digital self-service, real-time monitoring, and effective human handoffs.
• Facilitate client workshops and working sessions, support proposals and oral presentations, contribute to change management and adoption, and help develop points of view, reusable assets, and junior team members.

Skills

• Strong AI literacy, including core AI and generative AI concepts, and 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.
• Demonstrate curiosity and a continuous learning mindset around emerging AI capabilities and their practical application in client environments.
• Skilled at structuring complex business problems, finding insights in