Capgemini Invent- Contact Center AI Consultant

Capgemini • Chicago, IL

1d

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. 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 teams are 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. The Contact Center Transformation team combines customer interaction data, service design, conversational AI, intelligent automation, platforms, and agent experience to create measurable service 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, and have 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, with a 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.
• 2-5 years of experience in consulting, business analysis, product management, customer experience, customer service transformation, or contact center operations.
• Strong analytical skills and demonstrated experience gathering requirements, documenting business processes, developing user stories, and translating business needs into actionable solutions.
• Experience with customer journey mapping, service design, conversational design, digital experience design, or related customer transformation initiatives.
• Understanding of Generative AI, Conversational AI, Large Language Models (LLMs), and their application within customer service and operational environments.
• Familiarity with Agile delivery methodologies, product management practices, backlog management, and iterative solution development.
• Understanding of contact center processes, customer service operations, customer support workflows, and service performance metrics.
• Strong communication, presentation, facilitation, documentation, and stakeholder management skills.
• Ability to work effectively with business stakeholders, technology teams, AI specialists, and cross-functional project teams within a consulting environment.

Nice To Haves

• Hands-on experience with conversational AI platforms, virtual assistant design, prompt engineering, chatbot implementation, or AI solution testing.
• Exposure to leading customer service and CRM platforms such as Salesforce, Microsoft Dynamics, ServiceNow, Zendesk, Genesys, NICE, Five9, or comparable technologies.
• Experience supporting AI, digital transformation, or customer service modernization programs.

Responsibilities

• Gather and document business requirements through stakeholder interviews, workshops, process analysis, customer journey reviews, and assessment of customer interactions.
• Develop user stories, acceptance criteria, process maps, customer journeys, business requirements, and functional specifications to support solution design and delivery.
• Design conversational experiences including intents, dialogue flows, prompts, responses, escalation paths, fallback handling, and human-agent handoffs.
• Analyze customer conversations, operational data, and service performance metrics to identify automation opportunities and customer experience improvements.
• Support product backlog management, use case prioritization, sprint planning, requirements refinement, and agile delivery activities.
• Collaborate closely with AI developers, architects, data specialists, and business stakeholders to translate requirements into effective AI-enabled solutions.
• Execute functional testing, conversational testing, user acceptance testing (UAT), and defect management activities while driving continuous improvement.
• Support client presentations, workshops, solution demonstrations, business case development, and project deliverables.

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed