46 applicantsPosted by Agency

Company

Capgemini · 23 hours ago

Contact Centre Transformation Consultant

United States

Full-time

Remote

Mid Level

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ConsultingInformation Technology

H1B Sponsor Likely

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Responsibilities

Assess existing processes and technology to identify opportunities for the implementation of new CX methodologies with client stakeholders

Support and drive the digital transformation agenda for clients

Utilize industry knowledge and Contact Centre/CX expertise to recommend ways of enhancing customer experience outcomes

Creation of technical and resourcing business cases aligned to client objectives

Present at leadership review sessions with Customer and Capgemini leadership

Design, plan and develop complex business solutions that include digital platform technologies and Intelligent Automation

Collaborate across Capgemini practices to create industry leading solutions that provide clients with clear business outcome commitments

Build strong internal and external networks to enable future CX opportunities

Consult with internal stakeholders across sector verticals to drive existing and new client engagements

Continuously engage with the latest Contact Centre technology and market insights to share across internal and external networks

Develop and deliver solutions by responding to client RFI/RFP’s where Digital Transformation opportunities are present

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Business ConsultingBPO TransformationContact Center SolutionsDigital TransformationCX ManagementCommercial ModellingAutomation TechniquesProcess ImprovementContact Center TechnologyZendeskAWSGenesys CloudNiceConversational AIChat BotCross-Sector ExperienceCustomer Journey ImprovementClient Proposal Creation

Required

Business Consulting with Professional Service organization

Large-scale BPO transformation and/or Professional Services experience

Experience of solutions for Contact Centers and digital channels

Ability to create a client proposal utilizing various data points available

Management of CX Consultants or Process Transformation/Improvement team

Exposure / experience within commercial modelling and sizing

Ability to create Contact Centre/CX solutions that support client objectives

Understanding of the latest Technology trends in the Contact Centre and Digital Transformation markets

Clear understanding of deflection and automation techniques within the Contact Centre and CX space

Design and help with functional requirements for development of the relevant CX solutions for implementation – e.g. chat bot, conversational AI

Cross-sector experience, including Financial Services, Manufacturing, Media & Entertainment, Retail and Technology based companies

Experience in handling different kinds of Contact Centre process like inbound, outbound, sales & marketing campaigns, handling employee queries, customer support desk

Experience in working on integrated Contact Centre environments consisting of technology for Delivery & Service Management, WFM, Learning, Reporting & Analytics and Quality

Process Improvement methodologies

A passion and desire to improve CX and support clients on their journey

Experience improving customer journeys to improve CX outcomes

Knowledge of simple automation principles; call deflection, webchat, conversational AI, chat bot

Working knowledge of contact centers solutions (examples, but not limited to; Zendesk/AWS/Genesys Cloud/Nice)

Company

Capgemini

Glassdoor

3.9

Capgemini is a software company that provides consulting, technology, and digital transformation services.

Founded in 1967

Paris, Ile-de-France, FRA

10001+ employees

https://www.capgemini.com

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

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Trends of Total Sponsorships

2023 (2920)

2022 (4037)

2021 (3776)

2020 (5124)