frog - Director, Service & Contact Center Transformation

Capgemini • New York, NY

8d • $180,000 - $270,000 • Hybrid

About The Position

As AI reshapes how organizations operate, compete, and create value, we are evolving our consulting model to be AI-enabled by design, augmenting human judgment with analytics, automation, and generative AI. Our teams are looking for consultants who are not only strong problem solvers, but who are excited to work differently in an AI-first world: curious, adaptable, and ready to help clients reimagine how work gets done. frog is the reinvention and experience partner for the eco-digital era and the customer experience and design practice of Capgemini Invent. Our global network brings together designers, technologists, data scientists, and consultants to create human-centered experiences at scale. Within frog’s Customer Transformation practice, we help organizations reimagine customer service by connecting experience strategy, operating-model transformation, AI-enabled service, data, design, and technology.

Requirements

• You bring strong AI literacy, including core AI and generative AI concepts, and understand how these capabilities apply to enterprise transformation.
• You are able to identify and support AI-enabled opportunities that improve business outcomes and delivery effectiveness, and you have experience working in AI-augmented ways of working to enhance research, analysis, and solution development.
• You collaborate effectively across strategy, technology, data, and design to enable AI-driven solutions, with a solid understanding of responsible AI principles such as ethics, privacy, security, and governance.
• You demonstrate curiosity and a continuous learning mindset around emerging AI capabilities and their practical application in client environments.
• You combine commercial leadership and experience-led transformation expertise with sufficient technical fluency to engage credibly with business, operations, and technology stakeholders.
• You can move effectively between executive strategy conversations, operating-model decisions, experience design, commercial discussions, and detailed architecture sessions.
• 12+ years of relevant experience in contact center transformation, customer service operations, or management consulting, including significant experience in service strategy, technology, and transformation.
• 6+ years leading complex engagements or major workstreams, with accountability for delivery quality, team performance, client outcomes, and senior stakeholder relationships.
• Demonstrated success originating, shaping, and converting consulting opportunities, including executive relationship development, solution development, proposals, presentations, and commercial negotiations.
• A sustained record of contributing to revenue growth through new client pursuits, account expansion, follow-on sales, cross-capability collaboration, or scalable market offerings.
• Experience managing engagement economics, including scope, effort estimation, pricing, staffing, risk, margin protection, and value-based expansion.
• Experience delivering enterprise-scale contact center, conversational AI, or AI-enabled customer service programs into production.
• Strong understanding of contact center operating models and architecture, including telephony, routing, IVR, Contact Center as a Service, CRM, knowledge management, workforce management, quality management, analytics, and AI orchestration.
• Practical familiarity with voice AI, generative AI, agent assistance, intelligent knowledge retrieval, automated summarization, digital self-service, and human handoff design.
• Executive-level communication and storytelling skills, with the ability to facilitate workshops, present client orals, lead steering committees, and engage confidently with business and technology leaders.
• Bachelor’s degree or equivalent work experience, with the ability to travel up to 50% based on client and engagement requirements.

Responsibilities

• Lead end-to-end service and contact center transformation engagements, from current-state assessment and future-state strategy through implementation, production, and benefits realization.
• Advise senior executives on how AI, generative AI, automation, analytics, and human-centered design can improve customer experience, employee experience, service quality, and cost to serve.
• Design future-state operating models and transformation roadmaps spanning digital self-service, voice AI, intelligent routing, agent assistance, knowledge management, workforce optimization, and service analytics.
• Develop compelling business cases tied to measurable outcomes, including containment, first-contact resolution, average handle time, customer satisfaction, workforce effectiveness, and cost per contact.
• Originate and qualify new opportunities, build relationships with senior client executives, and translate strategic priorities into differentiated transformation propositions.
• Lead or co-lead strategic pursuits, including opportunity shaping, proposals, RFI and RFP responses, proofs of concept, executive presentations, client orals, commercial negotiations, and effort estimation.
• Generate revenue by identifying and converting opportunities into sold work, expanding existing engagements, opening new buying relationships, and collaborating with account, industry, capability, and alliance leaders.
• Define engagement scope, delivery approach, staffing, pricing, and commercials while managing risk, protecting margin, and maintaining accountability from pursuit through delivery.
• Direct multidisciplinary teams across strategy, service design, conversation design, technology, data, analytics, and change management while serving as a trusted executive advisor and senior escalation point.
• Strengthen the practice through thought leadership, reusable assets, market offerings, alliance relationships, and coaching of senior managers and consultants.

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: Director