Capgemini Invent - Contact Center - Senior Consultant

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

• 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.

Qualifications & Experience

• 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. 
• Bachelor’s degree required; MBA or advanced degree strongly preferred. 

The base compensation range for this role in the posted location is: $112,600 - $212,700

Capgemini provides compensation range information in accordance with applicable national, state, provincial, and local pay transparency laws. The base compensation range listed for this position reflects the minimum and maximum target compensation Capgemini, in good faith, believes it may pay for the role at the time of this posting. This range may be subject to change as permitted by law.

The actual compensation offered to any candidate may fall outside of the posted range and will be determined based on multiple factors legally permitted in the applicable jurisdiction.

These may include, but are not limited to: Geographic location, Education and qualifications, Certifications and licenses, Relevant experience and skills, Seniority and performance, Market and business consideration, Internal pay equity.

It is not typical for candidates to be hired at or near the top of the posted compensation range.

In addition to base salary, this role may be eligible for additional compensation such as variable incentives, bonuses, or commissions, depending on the position and applicable laws.

 

Capgemini offers a comprehensive, non-negotiable benefits package to all regular, full-time employees. In the U.S. and Canada, available benefits are determined by local policy and eligibility and may include: 

• Paid time off based on employee grade (A-F), defined by policy: Vacation: 12-25 days, depending on grade, Company paid holidays, Personal Days, Sick Leave

• Medical, dental, and vision coverage (or provincial healthcare coordination in Canada)
• Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada)
• Life and disability insurance
• Employee assistance programs
• Other benefits as provided by local policy and eligibility

Important Notice: Compensation (including bonuses, commissions, or other forms of incentive pay) is not considered earned, vested, or p