frog - Contact Center Experience (CX) Transformation - Consultant / Senior Consultant

About the role

The Senior Consultant role is within the Contact Center Transformation team at frog, a leading global creative consultancy part of Capgemini Invent. Our mission is to transform contact center operations into intelligent, AI-enabled engagement hubs, improving 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
• Experience designing or contributing to contact center operating models, service strategies, or transformation programs
• Ability to communicate complex ideas clearly to senior stakeholders, with strong storytelling, presentation, and workshop facilitation skills
• Prioritizing structured thinking and delivering high-impact outcomes in fast-paced, ambiguous environments

Qualifications

• Must have experience in consulting roles focused on contact center, customer service, or CX transformation, with exposure to service operations and digital transformation
• Must have experience with AI/GenAI applications in customer service, such as chatbots, virtual agents, agent assist tools, or intelligent call routing
• Must have strong analytical and problem-solving skills, with experience leveraging data, analytics, or AI-driven insights to inform service design and operational improvements
• Must have experience designing or contributing to contact center operating models, service strategies, or transformation programs
• Must have the ability to communicate complex ideas clearly to senior stakeholders, with strong storytelling, presentation, and workshop facilitation skills
• Must prioritize structured thinking and deliver high-impact outcomes in fast-paced, ambiguous environments

Skills

• Strong communication and collaboration skills
• Experience with AI/GenAI applications in customer service
• Strong analytical and problem-solving skills
• Experience with contact center operating models and service strategies
• Ability to lead and facilitate client workshops and stakeholder engagements
• Experience with data and GenAI-powered insights
• Experience with AI-enabled service innovation
• Experience with cross-functional teams (design, data, engineering)
• Experience with business development efforts

Benefits

Capgemini provides 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
• Company paid holidays
• Personal Days
• Sick Leave
• Medical, dental, and vision coverage (or provincial healthcare coordination in Canada)
• Retail 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