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Capgemini Invent - AI-Enabled Contact Center Transformation Manager

ExperiencedNo visa sponsorship
Capgemini logo

at Capgemini

Consultancies

Posted 4 days ago

No clicks

**Capgemini Invent - AI-Enabled Contact Center Transformation Manager:** Lead AI-driven contact center transformations, leveraging conversational AI, intelligent automation, and AI- enabled service capabilities. Build scalable, secure and AI- responsible solutions. Requires 7-10 years' experience, AI literacy, consulting background, and hands-on experience with conversational AI platforms. Telecommuting considered. Competitive compensation and comprehensive benefits package.

Compensation
$127,500 – $249,350 USD

Currency: $ (USD)

City
Not specified
Country
United States

Full Job Description

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.

About the Job Youre Considering

As AI reshapes how organizations operate, compete, and create value, we are evolving our consulting model to be AI-enabled by design augmenting human judgment with analytics, automation, and generative AI. Our Enterprise Transformation team is looking for consultants who are not only strong problem solvers, but who are excited to work differently in an AI-first world: curious, adaptable, and ready to help clients reimagine how work gets done.

Capgemini Invents Contact Center Transformation team helps organizations turn contact center strategy into operational reality through dataled, AIenabled transformation. The team analyzes customer interactions, operational metrics, and journey data to identify demand drivers, automation opportunities, and inefficiencies, translating insights into prioritized transformation roadmaps. A core focus is designing and deploying conversational AI and intelligent automation across voice and digital channels, grounded in real customer demand to improve containment, efficiency, and experience. By integrating strategy, service design, technology platforms, and agent experience, the team enables AIfirst service models that deliver measurable business outcomes.

Your Role

As a senior consultant you will lead technical workstreams that enable AI-driven contact center capabilities including conversational AI, agent assist, and intelligent service automation. In this role, you will leverage your expertise in conversational AI architectures, data enablement, and integration of AI technologies into contact center environments.

Your responsibilities will include designing AI-enabled service capabilities, enabling knowledge and data foundations required for conversational AI, and supporting the deployment of intelligent service technologies across voice and digital channels. Your role will bridge strategy and delivery by translating AI opportunities into scalable technical solutions.

You Will:

  • Lead delivery workstreams focused on conversational AI, intelligent automation, and AIenabled service capabilities within contact center environments.
  • Design and support the implementation of conversational AI solutions, including intent detection, orchestration, knowledge integration, and backend system integrations.
  • Define data, knowledge, and service context requirements to enable AIdriven capabilities such as agent assist, realtime guidance, and automation.
  • Partner with engineering and architecture teams to design scalable AIenabled service solutions leveraging LLMs, knowledge orchestration, and automation frameworks.
  • Lead client-facing technical discussions, pilots, and proofofconcepts, and contribute to Capgemini Invent assets and frameworks for AIenabled contact center architecture.

Your Skills + Experience

You bring strong AI literacy, including core AI and generative AI concepts, and understand how these capabilities apply to enterprise transformation. You are able to identify and support AIenabled opportunities that improve business outcomes and delivery effectiveness, and you have experience working in AIaugmented ways of working to enhance research, analysis, and solution development. You collaborate effectively across strategy, technology, data, and design to enable AIdriven solutions, with a solid understanding of responsible AI principles such as ethics, privacy, security, and governance. You demonstrate curiosity and a continuous learning mindset around emerging AI capabilities and their practical application in client environments.

Required Experience

  • 710 years of experience in consulting, technology delivery, AI solutions, or digital platform transformation roles.
  • Handson experience implementing conversational AI, chatbots, virtual assistants, or AIenabled service capabilities.
  • Familiarity with leading conversational AI and contact center platforms such as Genesys, NICE, Amazon Connect, Salesforce, Kore.ai, or similar ecosystems.
  • Strong understanding of AI and data capabilities supporting conversational experiences, including LLMs, retrievalaugmented generation (RAG), knowledge orchestration, and conversational workflows.
  • Proven ability to integrate AI solutions with enterprise systems (e.g., CRM, knowledge, case management) and translate business needs into scalable technology solutions.
  • Advanced degree in technology, engineering, or analytics preferred.
  • Ability to travel up to 50% or as needed.

The base compensation range for this role in the posted location is: $127,500.00 - $249,350.00

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 payable until it becomes due under the terms of applicable plans or agreements and is subject to Capgeminis discretion, consistent with applicable laws. The Company reserves the right to amend or withdraw compensation programs at any time, within the limits of applicable legislation.

Disclaimers

Capgemini is an Equal Opportunity Employer encouraging inclusion in the workplace. Capgemini also participates in the Partnership Accreditation in Indigenous Relations (PAIR) program which supports meaningful engagement with Indigenous communities across Canada by promoting fairness, accessibility, inclusion and respect. We value the rich cultural heritage and contributions of Indigenous Peoples and actively work to create a welcoming and respectful environment. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.

This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodation does not pose an undue hardship. Capgemini is committed to providing reasonable accommodation during our recruitment process. If you need assistance or accommodation, please reach out to your recruiting contact.

Please be aware that Capgemini may capture your image (video or screenshot) during the interview process and that image may be used for verification, including during the hiring and onboarding process.

Click the following link for more information on your rights as an Applicant in the United States. http://www.capgemini.com/resources/equal-employment-opportunity-is-the-law

Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem.

Capgemini Invent - AI-Enabled Contact Center Transformation Manager

Compensation

$127,500 – $249,350 USD

City: Not specified

Country: United States

Capgemini logo
Consultancies

4 days ago

No clicks

at Capgemini

ExperiencedNo visa sponsorship

**Capgemini Invent - AI-Enabled Contact Center Transformation Manager:** Lead AI-driven contact center transformations, leveraging conversational AI, intelligent automation, and AI- enabled service capabilities. Build scalable, secure and AI- responsible solutions. Requires 7-10 years' experience, AI literacy, consulting background, and hands-on experience with conversational AI platforms. Telecommuting considered. Competitive compensation and comprehensive benefits package.

Full Job Description

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.

About the Job Youre Considering

As AI reshapes how organizations operate, compete, and create value, we are evolving our consulting model to be AI-enabled by design augmenting human judgment with analytics, automation, and generative AI. Our Enterprise Transformation team is looking for consultants who are not only strong problem solvers, but who are excited to work differently in an AI-first world: curious, adaptable, and ready to help clients reimagine how work gets done.

Capgemini Invents Contact Center Transformation team helps organizations turn contact center strategy into operational reality through dataled, AIenabled transformation. The team analyzes customer interactions, operational metrics, and journey data to identify demand drivers, automation opportunities, and inefficiencies, translating insights into prioritized transformation roadmaps. A core focus is designing and deploying conversational AI and intelligent automation across voice and digital channels, grounded in real customer demand to improve containment, efficiency, and experience. By integrating strategy, service design, technology platforms, and agent experience, the team enables AIfirst service models that deliver measurable business outcomes.

Your Role

As a senior consultant you will lead technical workstreams that enable AI-driven contact center capabilities including conversational AI, agent assist, and intelligent service automation. In this role, you will leverage your expertise in conversational AI architectures, data enablement, and integration of AI technologies into contact center environments.

Your responsibilities will include designing AI-enabled service capabilities, enabling knowledge and data foundations required for conversational AI, and supporting the deployment of intelligent service technologies across voice and digital channels. Your role will bridge strategy and delivery by translating AI opportunities into scalable technical solutions.

You Will:

  • Lead delivery workstreams focused on conversational AI, intelligent automation, and AIenabled service capabilities within contact center environments.
  • Design and support the implementation of conversational AI solutions, including intent detection, orchestration, knowledge integration, and backend system integrations.
  • Define data, knowledge, and service context requirements to enable AIdriven capabilities such as agent assist, realtime guidance, and automation.
  • Partner with engineering and architecture teams to design scalable AIenabled service solutions leveraging LLMs, knowledge orchestration, and automation frameworks.
  • Lead client-facing technical discussions, pilots, and proofofconcepts, and contribute to Capgemini Invent assets and frameworks for AIenabled contact center architecture.

Your Skills + Experience

You bring strong AI literacy, including core AI and generative AI concepts, and understand how these capabilities apply to enterprise transformation. You are able to identify and support AIenabled opportunities that improve business outcomes and delivery effectiveness, and you have experience working in AIaugmented ways of working to enhance research, analysis, and solution development. You collaborate effectively across strategy, technology, data, and design to enable AIdriven solutions, with a solid understanding of responsible AI principles such as ethics, privacy, security, and governance. You demonstrate curiosity and a continuous learning mindset around emerging AI capabilities and their practical application in client environments.

Required Experience

  • 710 years of experience in consulting, technology delivery, AI solutions, or digital platform transformation roles.
  • Handson experience implementing conversational AI, chatbots, virtual assistants, or AIenabled service capabilities.
  • Familiarity with leading conversational AI and contact center platforms such as Genesys, NICE, Amazon Connect, Salesforce, Kore.ai, or similar ecosystems.
  • Strong understanding of AI and data capabilities supporting conversational experiences, including LLMs, retrievalaugmented generation (RAG), knowledge orchestration, and conversational workflows.
  • Proven ability to integrate AI solutions with enterprise systems (e.g., CRM, knowledge, case management) and translate business needs into scalable technology solutions.
  • Advanced degree in technology, engineering, or analytics preferred.
  • Ability to travel up to 50% or as needed.

The base compensation range for this role in the posted location is: $127,500.00 - $249,350.00

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 payable until it becomes due under the terms of applicable plans or agreements and is subject to Capgeminis discretion, consistent with applicable laws. The Company reserves the right to amend or withdraw compensation programs at any time, within the limits of applicable legislation.

Disclaimers

Capgemini is an Equal Opportunity Employer encouraging inclusion in the workplace. Capgemini also participates in the Partnership Accreditation in Indigenous Relations (PAIR) program which supports meaningful engagement with Indigenous communities across Canada by promoting fairness, accessibility, inclusion and respect. We value the rich cultural heritage and contributions of Indigenous Peoples and actively work to create a welcoming and respectful environment. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.

This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodation does not pose an undue hardship. Capgemini is committed to providing reasonable accommodation during our recruitment process. If you need assistance or accommodation, please reach out to your recruiting contact.

Please be aware that Capgemini may capture your image (video or screenshot) during the interview process and that image may be used for verification, including during the hiring and onboarding process.

Click the following link for more information on your rights as an Applicant in the United States. http://www.capgemini.com/resources/equal-employment-opportunity-is-the-law

Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem.