Capgemini Invent - Contact Center - Senior Consultant at Capgemini Portugal

Chicago, Illinois, United States -

Full Time

Start Date

Immediate

Expiry Date

02 Jan, 26

Salary

0.0

Posted On

04 Oct, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Management Consulting, Product Management, Customer Service, Contact Center, Service Operations, Digital Engagement, Operational Efficiencies, AI, Workforce Management, Communication, Problem-Solving, Analytical Skills, Customer Engagement Trends, Omnichannel Service, Experience Design, Industry Verticals

Industry

IT Services and IT Consulting

Description

ROLE TITLE: Senior Consultant – Contact Center (NYC, ATL, CHI, SFO) About the Enterprise Transformation team 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. YOUR ROLE As a Senior Consultant in the Enterprise Transformation team at Capgemini Invent, you will support and deliver end-to-end transformation initiatives across contact center operations, customer service, and service operations. Your role will focus on helping clients optimize their service delivery models, enhance digital engagement, and unlock operational efficiencies through the use of intelligent routing, digital deflection, and workforce management. In this role you will play a key role in: · Partner with senior client stakeholders to shape customer service transformation strategies aligned to broader enterprise goals (e.g., cost transformation, customer experience, digital enablement). · Design target operating models for contact centers and service functions, including channel strategy, organizational structure, capability enablement, and governance. · Lead diagnostic assessments to identify performance gaps and transformation opportunities across the service value chain. · Develop enterprise-wide routing and interaction strategies that leverage intent, personalization, and AI to enhance customer journeys. · Advise clients on digital deflection and self-service strategies that reduce volume, improve satisfaction, and enable scale. · Guide strategy and roadmap development for workforce transformation, including the future of work, AI-human collaboration, and talent evolution in service environments. · Translate strategic recommendations into actionable transformation roadmaps with prioritized initiatives, KPIs, and change levers. · Serve as a thought leader across contact center and service operations trends, technologies, and best practices. YOUR PROFILE We would love to see a candidate with: 5+ years of experience in management consulting, product management, and/or internal consulting with a focus on customer service, contact center, or service operations transformation. Proven ability to engage and influence executive stakeholders and translate business vision into executable strategies. Strong understanding of customer engagement trends, including omnichannel service, AI and automation, and experience design. Familiarity with enabling platforms such as Genesys, NICE, Salesforce, or Amazon Connect is beneficial but not required. Exceptional communication, problem-solving, and analytical skills with a strategic mindset. Experience in relevant industry verticals such as financial services, technology, insurance, life sciences, or telecom is a plus. Bachelor’s degree required; MBA or advanced degree strongly preferred. WHAT YOU’LL LOVE ABOUT WORKING HERE? Empowerment: At Capgemini Invent, we: · Lead the change and take initiative · Find the work-life balance that suites us · Craft or own path through learning and career development programs Energy: At Capgemini Invent, we: · Connect as a global community of 13,000+ colleagues worldwide · Celebrate our diverse perspectives and draw from strength from our differences · Have fun by providing a range of clubs, events and get togethers to celebrate our wins and successes Experiences: At Capgemini Invent, we: · Work internally and with clients to make a difference · Push boundaries to reimagine what’s possible · Work to build a more sustainable and inclusive future NEED TO KNOW Capgemini is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law. This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodations do not pose an undue hardship. Click the following link for more information on your rights as an Applicant: http://www.capgemini.com/resources/equal-employment-opportunity-is-the-law ABOUT CAPGEMINI Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, cloud and data, combined with its deep industry expertise and partner ecosystem. The Group reported 2023 global revenues of €22.5 billion.

Responsibilities

As a Senior Consultant, you will support and deliver end-to-end transformation initiatives across contact center operations and customer service. You will partner with senior client stakeholders to shape customer service transformation strategies and design target operating models.