Capgemini Invent - Customer AI Product Manager - Contact Center AI
About The Position
Capgemini Invent’s Data Driven Transformation team combines data science and engineering with business consulting to deliver production-ready analytics and AI solutions grounded in strong data foundations and governance. This role focuses on customer-facing AI initiatives, particularly contact center interactions, self-service, and AI-enabled customer experience. The Customer AI Product Manager acts as a product and program manager, overseeing end-to-end AI delivery from definition through user acceptance testing and value realization. The role works closely with business and technical teams, coordinating delivery and serving as the primary interface between technical teams and business stakeholders. The position calls for strong AI literacy, collaboration across strategy, technology, data, and design, and an understanding of responsible AI principles, including ethics, privacy, security, and governance.
Requirements
- Experience as an AI product manager or program manager within operational or customer-facing domains.
- Familiarity with contact center operations, customer interaction platforms, or self-service technologies.
- Strong program management skills across delivery, testing, and value tracking.
- Clear communication skills and the ability to manage uncertainty and stakeholder expectations.
- Strong AI literacy, including core AI and generative AI concepts, and understanding of their application to enterprise transformation.
- Ability to identify and support AI-enabled opportunities that improve business outcomes and delivery effectiveness.
- Experience working in AI-augmented ways to enhance research, analysis, and solution development.
- Ability to collaborate across strategy, technology, data, and design.
- Understanding of responsible AI principles, including ethics, privacy, security, and governance.
- Curiosity and a continuous learning mindset about emerging AI capabilities and their practical application in client environments.
Responsibilities
- Manage AI products and programs related to customer interactions, contact center AI, and self-service solutions.
- Oversee the internal product development lifecycle from definition through user acceptance testing and deployment.
- Coordinate cross-functional teams delivering AI solutions that impact customer operations.
- Ensure AI initiatives deliver measurable business value and improve customer experience.
- Act as the primary delivery interface between technical teams and business stakeholders.
- Manage ambiguity and evolving AI use cases in operational environments.
Benefits
- Paid time off, including vacation of 12–25 days depending on employee grade, company-paid holidays, personal days, and sick leave.
- Medical, dental, and vision coverage, or provincial healthcare coordination in Canada.
- Retirement savings plans, such as a 401(k) in the U.S. or RRSP in Canada.
- Life and disability insurance.
- Employee assistance programs.
- Other benefits as provided by local policy and eligibility.
- The role may be eligible for variable incentives, bonuses, or commissions, depending on position and applicable laws.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
