Capgemini Invent - Contact Center - Management Consultant

Capgemini • Chicago, IL

95d

About The Position

As a Managing Consultant in the Enterprise Transformation team, you will lead strategic initiatives that reshape how organizations design and deliver customer service and contact center experiences. You will manage the full lifecycle of client engagements, from framing transformation strategies to overseeing successful delivery. This role requires a blend of strategic thinking, relationship management, team leadership, and subject matter depth in customer service and service operations.

Requirements

• 8+ years of experience in management consulting, transformation delivery, or enterprise service strategy roles.
• Deep expertise in customer service, contact center transformation, and/or service operations, with proven impact across strategic and executional dimensions.
• Track record of leading complex programs with cross-functional teams and managing senior client relationships.
• Strategic understanding of industry trends such as omnichannel engagement, AI-enabled service, workforce evolution, and digital customer experience.
• Familiarity with leading platforms (e.g., Genesys, NICE, Amazon Connect, Salesforce, Verint) and how they support strategic transformation.
• Excellent communication, leadership, and stakeholder management skills.
• Bachelor’s degree required; MBA or equivalent graduate degree preferred.

Responsibilities

• Serve as a trusted advisor to client executives, shaping strategic roadmaps for contact center modernization, service operating model evolution, and customer engagement transformation.
• Lead multi-disciplinary teams to deliver high-impact transformation programs, ensuring alignment with client objectives, timelines, and success metrics.
• Define and implement target state operating models, spanning channel strategy, interaction design, workforce transformation, performance management, and technology enablement.
• Drive the development of routing and deflection strategies, integrating AI, automation, and self-service to optimize experience and efficiency.
• Oversee the delivery of transformation initiatives from opportunity assessment through execution, including stakeholder engagement, change leadership, and capability development.
• Manage project economics and delivery excellence while mentoring junior consultants and contributing to team growth.
• Contribute to Capgemini Invent thought leadership, go-to-market development, and business development in the service transformation space.

Benefits

• Empowerment: Lead the change and take initiative, find the work-life balance that suits us, craft or own path through learning and career development programs.
• Energy: Connect as a global community of 13,000+ colleagues worldwide, celebrate our diverse perspectives and draw from strength from our differences, have fun by providing a range of clubs, events and get-togethers to celebrate our wins and successes.
• Experiences: Work internally and with clients to make a difference, push boundaries to reimagine what’s possible, work to build a more sustainable and inclusive future.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees