AI Contact Center Consultant

Capgemini•New York, NY

1d•$72,000 - $136,000

About The Position

We are seeking a Consultant, Contact Center AI to support the design and delivery of AI-enabled customer service experiences. The role sits at the intersection of business analysis, conversational design, customer experience, and AI delivery.The Consultant will work directly with client business and operations teams to understand service needs, translate them into clear requirements, and design conversational experiences that can be implemented across voice, chat, agent assist, and emerging agentic AI solutions.

Requirements

3–5+ years of experience in consulting, business analysis, customer experience, contact centers, conversational AI, digital transformation, or related fields.
Strong business analysis and requirements development skills.
Experience designing customer journeys, workflows, conversational experiences, or digital service interactions.
Understanding of contact center operations and common service processes.
Ability to translate between business stakeholders and technical delivery teams.
Strong structured thinking, writing, facilitation, and communication skills.
Familiarity with conversational AI, generative AI, agent assist, virtual agents, or related AI-enabled service capabilities.
Experience working in agile delivery environments using user stories, acceptance criteria, backlog management, and iterative testing.

Nice To Haves

Experience with platforms such as Genesys, NICE, Amazon Connect, Kore.ai, Google CCAI, Salesforce, Microsoft Dynamics, or similar customer service technologies.
Experience with intent taxonomy development, conversation mining, prompt design, knowledge management, or AI evaluation.
Familiarity with contact center metrics such as containment, FCR, AHT, transfer rate, CSAT, and cost to serve.
Experience working with customer service or contact center transformation programs.

Responsibilities

Lead requirements gathering through stakeholder interviews, workshops, process reviews, interaction analysis, and operational data.
Translate business needs into clear functional requirements, user stories, acceptance criteria, process flows, and AI capability requirements.
Map customer intents, journeys, service processes, business rules, and escalation paths.
Design conversational experiences across voice and digital channels, including intents, dialogue flows, prompts, responses, clarification patterns, handoffs, and exception handling.
Help determine where AI should automate a customer need, assist an employee, initiate a workflow, or escalate to a human.
Analyze conversations and contact center data to identify customer needs, friction points, automation opportunities, and experience improvements.
Work with product managers, architects, developers, AI specialists, and client SMEs to translate designs into working solutions.
Support testing and evaluation of conversational and generative AI experiences, including scenario development, expected outcomes, UAT, and response quality reviews.
Document business processes, customer journeys, functional designs, and decisions throughout delivery.
Support client workshops, demonstrations, recommendations, and executive-ready deliverables.