Contact Center SME

Capgemini • New York, NY

1d • $115,000 - $150,000 • Onsite

About The Position

Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you’d like, where you’ll be supported and inspired by a collaborative community of colleagues around the world, and where you’ll be able to reimagine what’s possible. Join us and help the world’s leading organizations unlock the value of technology and build a more sustainable, more inclusive world.

Requirements

• 12+ years of experience in contact center technologies and CX solutions
• Proven track record in solution architecture and end-to-end CCaaS delivery, especially with Amazon Connect
• Hands-on expertise with: Amazon Connect (mandatory)
• Genesys Cloud CX or Genesys Engage (preferred for migration/coexistence scenarios)
• Experience working in AWS cloud environment (strongly preferred); Azure/GCP knowledge is a plus
• Strong background in enterprise integrations and API-based architectures
• Experience leading CCaaS transformation or migration programs, particularly to Amazon Connect
• Exposure to AI, automation, and conversational technologies (Amazon Lex, chatbots, voice bots)
• Experience working with cross-functional teams and senior stakeholders
• Strong understanding of customer journeys and contact center operations
• Ability to align Amazon Connect capabilities with business outcomes and KPIs
• Expertise in CX strategy, digital engagement models, and cloud transformation initiatives
• Deep knowledge of Amazon Connect architecture, contact flows, routing strategies, and queue management
• Experience with IVR, ACD, WEM, analytics, and reporting tools across Amazon Connect and Genesys
• Strong understanding of AWS services (Lambda, Lex, API Gateway, Kinesis, S3, DynamoDB)
• Expertise in API integration, microservices, and cloud-native design patterns
• Familiarity with security, compliance (PCI, HIPAA), and performance optimization
• Knowledge of AI-driven CX solutions (chatbots, voice bots, Contact Lens, sentiment analysis)

Nice To Haves

• Genesys Cloud CX or Genesys Engage (preferred for migration/coexistence scenarios)
• Experience working in AWS cloud environment (strongly preferred); Azure/GCP knowledge is a plus

Responsibilities

• Lead end-to-end contact center solution design using Amazon Connect from strategy through implementation
• Partner with business stakeholders to define CX vision, roadmap, and operating model aligned with AWS-native capabilities
• Translate business requirements into scalable, cloud-native architectures leveraging Amazon Connect and AWS services
• Act as SME for Amazon Connect (primary) and Genesys Cloud/Engage or NICE (secondary) platforms
• Design omnichannel solutions covering voice, chat, messaging, email, social, and AI-powered bots
• Architect integrations with enterprise systems (CRM, WEM, analytics, APIs) using AWS services (Lambda, API Gateway, etc.)
• Conduct workshops, discovery sessions, and solution presentations with business and technical stakeholders
• Support and guide development, configuration, and deployment teams across Amazon Connect and Genesys environments
• Ensure adherence to AWS Well-Architected principles, security, compliance, and best practices
• Drive continuous improvement, automation, and optimization of contact center solutions leveraging AI and analytics

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