frog - Contact Center Experience (CX) Transformation - Consultant / Senior Consultant
About the role
The Senior Consultant will lead contact center transformation initiatives, focusing on modernizing service operations through AI, automation, and intelligent engagement hubs. This role requires a blend of strategic thinking, data analysis, and creative problem-solving to improve customer experience, agent productivity, and cost-to-serve outcomes.
Responsibilities
- Shape contact center transformation strategies that redesign service experiences, leveraging AI, automation, and omnichannel engagement to improve customer satisfaction and operational performance
- Conduct customer journey, call driver, and interaction analytics to uncover insights and identify opportunities for deflection, automation, and experience improvement
- Design future-state contact center operating models, integrating people, process, and technology with AI-driven decisioning and intelligent routing capabilities
- Lead and facilitate client workshops and stakeholder engagements, using data and GenAI-powered insights to align on transformation priorities and business outcomes
- Support the development of business cases and financial models, quantifying value from automation (e.g., virtual agents, IVR modernization, agent assist) and efficiency gains
- Contribute to AI-enabled service innovation, including conversational AI, agent copilots, knowledge management, and predictive service solutions
- Collaborate with cross-functional teams (design, data, engineering) to translate strategy into implementation roadmaps and scalable transformation programs
- Support business development efforts, crafting proposals and thought leadership around next-generation contact center solutions and AI-driven service transformation
Requirements
- 5+ years of experience in consulting roles focused on contact center, customer service, or CX transformation, with exposure to service operations and digital transformation
- Experience with AI/GenAI applications in customer service, such as chatbots, virtual agents, agent assist tools, or intelligent call routing
- Strong analytical and problem-solving skills, with experience leveraging data, analytics, or AI-driven insights to inform service design and operational improvements
- Ability to communicate complex ideas clearly to senior stakeholders, with strong storytelling, presentation, and workshop facilitation skills
- Proven ability to operate in fast-paced, ambiguous environments, driving structured thinking and delivering high-impact outcomes
Qualifications
- Familiarity with contact center technologies and platforms (e.g., CCaaS, CRM, workforce management, knowledge systems)
- Experience in industries such as Financial Services or Consumer Products, with understanding of service operations and customer expectations
- Background in innovation, service design, or human-centered design methodologies to reimagine customer interactions and experiences
- Experience contributing to end-to-end transformation delivery, from strategy through implementation
Skills
- Strategic thinking and problem-solving
- Data analysis and interpretation
- Client relationship management
- Workshop facilitation and stakeholder engagement
- Business case development and financial modeling
- AI/GenAI application design and implementation
- Customer experience improvement
- Service innovation and design
Benefits
Capgemini offers a comprehensive benefits package, including medical, dental, and vision coverage, retirement savings plans, life and disability insurance, and employee assistance programs. The company also provides paid time off, company-paid holidays, personal days, and sick leave.
Pay
The base compensation range for this role in the posted location is $100,000 to $160,000. Additional compensation may include variable incentives, bonuses, or commissions, depending on the position and applicable laws.
Schedule
The schedule for this role is typically full-time, with standard working hours. However, the exact schedule may vary based on the specific project and client requirements.