frog Contact Center Transformation - Senior Consultant

Your Role

frog is a leading global creative consultancy, part of Capgemini Invent. We challenge the status quo to craft and build human experiences that win hearts and move markets. Partnering with passionate leaders and visionary entrepreneurs, we apply creativity, strategy, design and data to re-invent businesses, drive growth and orchestrate customer centric transformation. Together we strive to shape a regenerative future that is both sustainable and inclusive for businesses, people and planet.

We are seeking a Senior Consultant to drive Contact Center Transformation, helping clients modernize service operations into intelligent, AI-enabled engagement hubs. This role focuses on rethinking contact center strategy, operating models, and technology enablement - leveraging automation, analytics, and GenAI to improve customer experience, agent productivity, and cost-to-serve outcomes.

Responsibilities

As a Senior Consultant in frog’s Contact Center Transformation team, you will:

• 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

Job Description - Grade Specific

Must Have

• 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
• Proven ability to operate in fast-paced, ambiguous environments, driving structured thinking and delivering high-impact outcomes

Nice to Have

• 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

What You’ll Love About Working Here?