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.

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 ability to collaborate across strategy, technology, data, and design to enable AI-driven solutions, with understanding of responsible AI principles such as ethics, privacy, security, and governance.
• Curiosity and continuous learning mindset around emerging AI capabilities and their practical application in client environments.
• Skilled at structuring complex business problems, finding insights in qualitative and quantitative data, and building a compelling case for change.
• Understanding of how service strategy, experience design, operations, data, and technology come together to shape customer and frontline experiences.
• Ability to engage in discussions about telephony, routing, IVR, Contact Center as a Service,