Capgemini · 8 hours ago
Capgemini Invent - Contact Center - Senior Consultant
Atlanta, GA
Full-time
Onsite
Mid, Senior Level
$113K/yr - $213K/yr
5+ years expCapgemini is a global business and technology transformation partner, and they are seeking a Senior Consultant for their Contact Center team. The role involves partnering with senior client stakeholders to shape customer service transformation strategies, designing target operating models, and developing enterprise-wide routing and interaction strategies to enhance customer journeys.
ConsultingInformation TechnologyInsurTechIT ManagementSoftware
Responsibilities
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
Qualification
Required
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
Bachelor's degree required
Preferred
Familiarity with enabling platforms such as Genesys, NICE, Salesforce, or Amazon Connect is beneficial but not required
MBA or advanced degree strongly preferred
Benefits
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
Company
Capgemini
Capgemini is a software company that provides consulting, technology, and digital transformation services.
10001+ employees
H1B Sponsorship
Capgemini has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2856)
2024 (3012)
2023 (3424)
2022 (4392)
2021 (3311)
2020 (5871)
Funding
Current Stage
Public CompanyTotal Funding
$4.72B2025-09-18Post Ipo Debt· $4.72B
1999-04-01IPO
Leadership Team
Aiman Ezzat
CEO, Capgemini Group
Anirban Bose
CEO of Americas Strategic Business Unit
Recent News
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2025-12-31
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