Director, Contact Center AI
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. We are seeking a Director, Contact Center AI to lead client delivery and growth across AI-enabled contact center transformation. This role is approximately 65% delivery and 35% sales, requiring a senior consulting leader who can own complex client programs while also shaping new opportunities. The Director will help clients move beyond traditional contact center modernization toward AI-native service operations, where strategy, experience design, platforms, data, governance, and adoption work together to deliver measurable business outcomes. The successful candidate will be a senior consulting leader who can operate at the intersection of business strategy, service operations, customer experience, AI, and technology delivery. They will be credible with executives, practical with delivery teams, commercially sharp with account leaders, and focused on turning Contact Center AI from isolated use cases into scaled business value.
Requirements
- 10+ years of consulting, transformation, customer service, contact center, digital operations, or technology delivery experience.
- Experience leading senior client-facing programs across contact center strategy, operating model, process, technology, data, and adoption.
- Strong understanding of AI-enabled service capabilities, including conversational AI, agent assist, knowledge management, intent detection, summarization, routing, QA automation, analytics, and workflow automation.
- Familiarity with platforms such as Genesys, NICE, Amazon Connect, Five9, Salesforce Service Cloud or Agentforce, Microsoft Dynamics 365 Contact Center, ServiceNow, Kore.ai, Google CCAI, Azure AI, or similar technologies.
- Ability to build business cases and value realization plans tied to operational, customer, employee, risk, and revenue outcomes.
- Experience shaping and selling consulting work, including proposals, SOWs, solution estimates, workshops, and executive narratives.
- Strong executive communication, problem structuring, facilitation, and team leadership skills.
- Working knowledge of AI governance, responsible AI, regulatory considerations, data privacy, model evaluation, and operational monitoring.
Nice To Haves
- Experience with agentic AI, service orchestration, RAG, enterprise knowledge architecture, prompt lifecycle management, AI observability, or AI evaluation frameworks.
- Experience in regulated industries such as financial services, insurance, healthcare, utilities, telecommunications, or public sector.
- Experience building blended onshore, nearshore, and offshore delivery models.
- Experience developing consulting assets, accelerators, methodologies, or market-facing thought leadership.
Responsibilities
- Lead Contact Center AI programs from strategy through implementation, adoption, and value realization.
- Advise senior client stakeholders across customer service, operations, technology, digital, data, risk, and transformation functions.
- Define AI-enabled contact center strategies, target operating models, roadmaps, business cases, and delivery plans.
- Shape and deliver capabilities such as conversational AI, agent assist, AI-powered desktops, digital self-service, knowledge/RAG, supervisor copilots, QA automation, routing optimization, and workflow orchestration.
- Translate client priorities into executable work across journeys, intent taxonomy, containment strategy, agent experience, escalation model, data readiness, platform integration, governance, and performance management.
- Lead cross-functional teams across business, technology, design, data, AI, change, and offshore delivery.
- Establish delivery governance, including use case prioritization, risk controls, human-in-the-loop design, testing, evaluation, monitoring, and continuous improvement.
- Own measurable outcomes such as containment, deflection, FCR, AHT, cost to serve, CSAT, NPS, quality, compliance, conversion, and employee experience.
- Shape and sell new work, including discovery, proposals, business cases, solution narratives, estimates, SOWs, executive presentations, and account growth plans.
- Contribute to practice development through thought leadership, reusable assets, accelerators, delivery playbooks, and team coaching.
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
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
