Contact Centre Sales & Solutions Leader

About the job you’re considering

Capgemini’s Intelligent Customer Operations practice focuses on designing, transforming, and operating clients’ Customer Contact Centres Operations. This includes:

Consulting

• Contact centre maturity assessments across people, process and technology
• Best-in-class customer journey design and implementation
• Design of digitally enabled operating models and contact / channel strategies

Technology

• Contact Centre and CRM technology deployment
• Introduction of GenAI and Agentic AI solutions to enable autonomous and augmented service
• Data and insight-led approaches to improve future CX outcomes

Outsourcing

• Transforming and operating BPO contact centre operations

Your role

As a Junior BPO Contact Centre Pre-Sales Specialist, you will support the creation, development, and closing of a sales pipeline of contact centre consulting, technology and outsourcing solutions that contribute to the growth of the Intelligent Customer Operations Practice within Business Services. You will:

• Assist in building a sales pipeline through existing and new stakeholder networks (both internally at Capgemini and externally with new clients).
• Be responsible for creating innovative and transformative contact centre solutions for our clients and communicating those solutions in a compelling manner through formal tenders (RFx processes) and pro-actively to clients.
• Assist in assessing existing contact centre processes, technology solutions and sourcing approach to identify opportunities for the implementation of new CX methodologies, technology solution recommendations and the definition of outsourcing models that enable positive customer experiences and cost efficiency.
• Contribute to creating winning proposals and responding to RFIs/RFPs for contact centre consulting, technology and outsourcing solutions.

Your skills and experience

• Experience in supporting and leading the design and selling of integrated contact centre consulting and technology solutions and outsourcing contact centre services that support client objectives and deliver positive business outcomes.
• Exposure to supporting and managing a sales pipeline and evidence of contributing to winning new client business in the Contact Centre market.
• Exposure to RFI/RFP processes and effective solution/proposal creation for consulting, technology sales and outsourcing opportunities.
• Basic understanding of commercial modelling and sizing within the BPO Contact Centre market.
• Exposure to cross-sector experience, including Automotive, Retail, Consumer Products, Energy & Utilities and Financial Services industries.
• A passion and desire to improve CX and support clients on their journey, with experience improving customer journeys to enhance CX and business outcomes.
• Working knowledge of Contact Centre technology (e.g., Salesforce, Zendesk, AWS, Genesys Cloud, Google CES, NICE CXOne) and