Capgemini Invent - Contact Center - Director

Role Title

ROLE TITLE: Managing 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 Managing Consultant in the Enterprise Transformation team, you will lead strategic initiatives that reshape how organizations design and deliver customer service and contact center experiences. You will manage the full lifecycle of client engagements, from framing transformation strategies to overseeing successful delivery. This role requires a blend of strategic thinking, relationship management, team leadership, and subject matter depth in customer service and service operations.

In this role you will play a key role in:

• Serve as a trusted advisor to client executives, shaping strategic roadmaps for contact center modernization, service operating model evolution, and customer engagement transformation.
• Lead multi-disciplinary teams to deliver high-impact transformation programs, ensuring alignment with client objectives, timelines, and success metrics.
• Define and implement target state operating models, spanning channel strategy, interaction design, workforce transformation, performance management, and technology enablement.
• Drive the development of routing and deflection strategies, integrating AI, automation, and self-service to optimize experience and efficiency.
• Oversee the delivery of transformation initiatives from opportunity assessment through execution, including stakeholder engagement, change leadership, and capability development.
• Manage project economics and delivery excellence while mentoring junior consultants and contributing to team growth.
• Contribute to Capgemini Invent thought leadership, go-to-market development, and business development in the service transformation space.

YOUR PROFILE

We would love to see a candidate with:

• 8 years of experience in management consulting, transformation delivery, or enterprise service strategy roles.
• Deep expertise in customer service, contact center transformation, and/or service operations, with proven impact across strategic and executional dimensions.
• Track record of leading complex programs with cross-functional teams and managing senior client relationships.
• Strategic understanding of industry trends such as omnichannel engagement, AI-enabled service, workforce evolution, and digital customer experience.
• Familiarity with leading platforms (e.g., Genesys, NICE, Amazon Connect, Salesforce, Verint) and how they support strategic transformation.
• Excellent communication, leadership, and stakeholder management skills.
• Bachelor’s degree required; MBA or equivalent graduate degree 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:

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.

Job:

Organization: INVENT PEOPLE S&T

Title: Capgemini Invent - Contact Center - Director

Location: NY-New York

Requisition ID:

Other Locations: US-IL-Chicago, US-GA-Atlanta