Capgemini Invent - AI Contact Center Senior Consultant
About The Position
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 You’re 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 Invent’s Contact Center Transformation team helps organizations turn contact center strategy into operational reality through data‑led, AI‑enabled 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 AI‑first service models that deliver measurable business outcomes.
Requirements
- Strong AI literacy, including core AI and generative AI concepts, and understand how these capabilities apply to enterprise transformation.
- Able to identify and support AI‑enabled opportunities that improve business outcomes and delivery effectiveness.
- Experience working in AI‑augmented ways of working to enhance research, analysis, and solution development.
- Collaborate effectively across strategy, technology, data, and design to enable AI‑driven solutions.
- Solid understanding of responsible AI principles such as ethics, privacy, security, and governance.
- Demonstrate curiosity and a continuous learning mindset around emerging AI capabilities and their practical application in client environments.
- 5–8 years of experience in consulting, product management, digital transformation, or technology delivery roles
- Experience supporting conversational AI, chatbots, virtual assistants, or digital self‑service implementations
- Familiarity with contact center platforms and ecosystems (e.g., Genesys, NICE, Amazon Connect, Salesforce, Kore.ai) and AI‑enabled service capabilities such as agent assist, knowledge retrieval, automation, or intelligent routing
- Understanding of product management and agile delivery principles, including roadmap planning and backlog prioritization
- Strong analytical, communication, and collaboration skills
- Ability to travel up to 50% or as needed
Responsibilities
- Support the design and implementation of conversational AI solutions across voice and digital channels, including intent modeling, dialog design, service journeys, and self‑service automation
- Contribute to product management activities for AI‑enabled service capabilities, including roadmap development, backlog definition, and feature prioritization
- Assist in delivering AI‑powered agent assist and modern agent desktop experiences that integrate real‑time knowledge retrieval, customer context, workflow orchestration, and recommendations
- Collaborate with cross‑functional teams across strategy, design, engineering, and data to deliver AI‑enabled contact center solutions from concept through deployment
- Participate in client workshops, solution design sessions, demonstrations, and research on emerging conversational AI and contact center technologies to inform solution development
Benefits
- Medical, dental, and vision coverage
- Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada)
- Life and disability insurance
- Employee assistance programs
- Vacation: 12-25 days, depending on grade
- Company paid holidays
- Personal Days
- Sick Leave
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
