Capgemini Invent - Contact Center - Senior Consultant

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.