frog - Director, Service & Contact Center Transformation

Capgemini • Atlanta, GA

13d • $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

• 12+ years of relevant experience in contact center technology, contact center transformation, customer service operations, or technology consulting, including significant responsibility for contact center strategy, architecture, platforms, integration, and delivery.
• 6+ years leading complex project teams or workstreams, with accountability for technical quality, team performance, delivery execution, client outcomes, and senior stakeholder relationships.
• Demonstrated fluency across the contact center technology stack, including telephony and SIP, routing, IVR, CCaaS, CRM, agent desktop, knowledge management, workforce management, quality management, analytics, and systems integration.
• Experience designing or delivering enterprise contact center modernization programs that progressed into production, including cloud migrations, platform implementations, legacy estate transformation, or conversational and voice technology deployments.
• Strong understanding of voice and conversational technologies, including automatic speech recognition, text-to-speech, latency, barge-in, intelligent routing, agent assist, real-time transcription, knowledge retrieval, automated summarization, quality monitoring, and human handoff.
• Demonstrated ability to act as the technical authority in executive sales and solutioning discussions, translating business and operational requirements into credible architectures, delivery approaches, estimates, and investment cases.
• 4+ years of demonstrated business development contribution, including shaping solutions, developing proposal content, presenting to client executives, supporting commercial negotiations, and expanding client relationships.
• Practical familiarity with voice AI, generative AI, agent assistance, intelligent knowledge retrieval, automated summarization, digital self-service, and human handoff design.
• Executive-level communication skills and the ability to work effectively with customer executives, contact center operations leaders, technology leaders, architects, engineers, and delivery teams.
• Bachelor’s degree or equivalent work experience, with the ability to travel up to 50% based on client and engagement requirements.

Nice To Haves

• Experience with Google’s contact center portfolio, including Customer Engagement Suite, CCAI Platform, Agent Assist, Conversational Agents, and Dialogflow CX.
• Experience with one or more major enterprise contact center platforms, including Amazon Connect, Genesys Cloud CX, NICE CXone, Five9, Salesforce Service Cloud Voice, Agentforce, Verint, or comparable platforms.
• Hands-on exposure to conversational AI and agent-assist platforms such as Sierra, Decagon, Cresta, or Observe.AI.
• Experience assessing, integrating, modernizing, or migrating legacy Avaya or Cisco contact center environments.
• Experience working in, leading, or advising contact center environments supporting 500 or more agents.
• Experience migrating legacy on-premises contact center environments to cloud platforms or consolidating multiple contact center estates following a merger or acquisition.
• Master of Business Administration or another relevant advanced degree.

Responsibilities

• Lead end-to-end contact center technology transformation engagements, from current-state architecture and platform assessment through solution design, migration, integration, production deployment, and benefits realization.
• Assess contact center technology estates across telephony and SIP, routing, IVR, CCaaS, CRM, agent desktop, knowledge management, workforce management, quality management, analytics, integrations, and supporting data architecture.
• Define future-state architectures and transformation roadmaps that address platform modernization, legacy integration debt, cloud migration, channel orchestration, intelligent routing, digital self-service, agent enablement, and operational resilience.
• Provide technical leadership for conversational and voice technology solutions, including migration from legacy IVR, speech recognition and tuning, text-to-speech, latency, barge-in, escalation, human handoff, and service-quality requirements.
• Shape agent-assist and service-intelligence capabilities incorporating real-time transcription, knowledge retrieval, response recommendations, next-best action, automated summarization, quality monitoring, governance, and auditability.
• 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.
• Serve as the technical authority during sales pursuits, working with client executives, operations leaders, architects, and engineers to translate business requirements into credible architectures, implementation approaches, estimates, and commercial proposals.
• Lead or co-lead business development activities, including opportunity qualification, solution shaping, RFI and RFP responses, proofs of concept, client orals, effort and cost estimation, commercial negotiations, and follow-on opportunity development.
• Direct multidisciplinary delivery teams across architecture, engineering, data, service design, operations, and change management while safeguarding delivery quality, client outcomes, engagement economics, and margin.

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