Contact Center Operations & Transformation Lead

Capgemini • Atlanta, GA

10d • $88,544 - $207,401 • Hybrid

About The Position

We are seeking an experienced Contact Center Operations & Transformation Lead to drive operational excellence, workforce optimization, and large-scale support transformations across global customer service environments. The ideal candidate will bring deep expertise in contact center technologies, workforce management, and service delivery optimization while partnering with cross-functional stakeholders to implement scalable, customer-centric solutions.

Requirements

• 10+ years of experience in contact center operations and optimization
• Hands-on experience with Salesforce, Genesys, Decagon, NICE, and Calabrio
• Proven expertise in designing and implementing global 24x7 support and staffing models
• Experience leading large-scale transformation initiatives within enterprise or managed services environments
• Strong knowledge of workforce management, omnichannel routing, IVR, CTI integrations, and CRM platforms
• Excellent analytical, problem-solving, and stakeholder management skills
• Ability to thrive in fast-paced, evolving environments and drive structure and execution
• Must be legally authorized to work in the United States without employer sponsorship now or in the future.

Responsibilities

• Lead contact center operations initiatives focused on process improvement, workforce optimization, and service excellence.
• Design, implement, and optimize global support and 24x7 staffing models to meet business and customer requirements.
• Drive large-scale operational transformation programs within complex enterprise or managed services environments.
• Assess existing support ecosystems and develop actionable strategies to improve performance, efficiency, and customer experience.
• Collaborate with business, technology, and operations teams to enhance contact center capabilities and service delivery models.
• Develop recommendations for workforce planning, scheduling, capacity management, and operational governance.
• Ensure seamless integration and optimization of contact center technologies, CRM platforms, IVR systems, and omnichannel solutions.
• Manage stakeholder communications and provide executive-level updates on transformation initiatives, risks, and outcomes.
• Bring structure and clarity to evolving business environments by establishing processes, frameworks, and actionable roadmaps.

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: Senior
• Education Level: No Education Listed