Digital Contact Center Transformation Leader

Capgemini • York, NY

3d

About The Position

Join Capgemini and drive automation and innovation for leading global organizations and corporations. Business is not usual. Today we see multiple shifts occurring simultaneously. Shifts that are broad, complex, and at high velocity and are driving new levels of disruption and value creation. The risks of not acting or acting in yesterday’s innovation paradigms are far too great. The current situation demands doing something beyond the ordinary. Organizations must confront the new realities and develop an intrinsic ability to apply innovation. Capgemini’s Digital Contact Center Transformation approach helps frame and implement the solution to modern problems in volatile, uncertain, complex, and ambiguous situations. Principle Duties and Responsibilities As a Digital Contact Center Transformation Leader within Capgemini’s Business Services Global Business Line the following set of responsibilities and duties exists. Deliver agile strategies, recommendations and solutions that will overall improve our client’s Contact Center experience and outcomes. Constantly promoting Capgemini’s Digital Customer Operations (DCO), Digital Employee Operations (DEO) and Digital Learning Operations (DLO) practice, its principles while leveraging our assets. Specifically, within our DCO offering, our Contact Center Transformation Consultants, along with improving the customer experience, will drive to adjust and manage our client’s efforts to move an omnichannel touchless operating model. Additionally, engage our clients in rethinking their process and Contact Center administration operations to drive the best experience at an optimal cost. With Capgemini’s intelligent automation, our consultants help our clients to make the best use of their technology investments through a range of intelligent automation solutions with front office live chats, chatbot, and knowledge portals to back office Robotic Process Automation (RPA) offerings. You will partner with clients in to develop and deliver Operating Models that will improve Contact Center administrative operations efficiencies. Support detail assessments, design sessions, design and build requirements, support development and implementation of the to-be Contact Center organization processes and strategies to leverage Digital Service Management platforms such as Zendesk, ServiceNow, Salesforce, and others.

Requirements

• Minimum 5 years of external consulting experience or other relevant experience related to successful delivery of Contact Center Transformation and Operations.
• Minimum 10 years of experience working in multi-client BPO provider with Service Management platforms such as ServiceNow, Zendesk, Tethr, Cisco, Avaya, WFM, and Salesforce
• Bachelor’s Degree or equivalent experience required.
• Ability to independently understand and transition into Capgemini’s methodologies and approaches.
• Support sales cycle with RFP/RFI/RFQ development.
• Demonstrated ability to influence at all levels of management.
• Strategic thinker who understands the ever-changing Contact Center market.
• Demonstrated ability to transition Contact Center Services to Onshore, Nearshore and Offshore BPO delivery centers.
• Ability to build, develop and implement and engage in new service delivery approaches; possibly different from the status quo.
• Comfort in identifying and communicating complex problems; takes an analytical and creative approach with problem solving.
• Develop strong working relationship with key client stakeholders at the Regional/Global level wile proactively addressing client needs.
• Proven experience in managing large complex transformation in an BPO environment.
• Energetic, passionate, highly self-motivated, collaborative, organized individual driven to execute flawlessly in a fast-paced, ever changing, dynamic environment.
• Experienced with creating thoughtful presentations in clear action driven and outcome-oriented ways.
• Ability to meet travel requirements where needed

Responsibilities

• Deliver agile strategies, recommendations and solutions that will overall improve our client’s Contact Center experience and outcomes.
• Constantly promoting Capgemini’s Digital Customer Operations (DCO), Digital Employee Operations (DEO) and Digital Learning Operations (DLO) practice, its principles while leveraging our assets.
• Specifically, within our DCO offering, our Contact Center Transformation Consultants, along with improving the customer experience, will drive to adjust and manage our client’s efforts to move an omnichannel touchless operating model.
• Engage our clients in rethinking their process and Contact Center administration operations to drive the best experience at an optimal cost.
• Partner with clients in to develop and deliver Operating Models that will improve Contact Center administrative operations efficiencies.
• Support detail assessments, design sessions, design and build requirements, support development and implementation of the to-be Contact Center organization processes and strategies to leverage Digital Service Management platforms such as Zendesk, ServiceNow, Salesforce, and others.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees