Director, Contact Center AI

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, super‑powered by creativity and design, all underpinned by purpose‑driven technology. About the Job You’re Considering We are seeking a Director, Contact Center AI to lead client delivery and growth across AI‑enabled contact center transformation. The 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. Your Role and 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. Your Skills & Experience 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. Preferred Qualifications 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. The base compensation range for this role in the posted location is: $127,500 – $249,350. Capgemini provides compensation range information in accordance with applicable national, state, provincial and local pay transparency laws. The base compensation range listed for this position reflects the minimum and maximum target compensation Capgemini, in good faith, believes it may pay for the role at the time of this posting. This range may be subject to change as permitted by law. The actual compensation offered to any candidate may fall outside of the posted range and will be determined based on multiple factors legally permitted in the applicable jurisdiction. Benefits Paid time off based on employee grade (A‑F), defined by policy: Vacation 12‑25 days, 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. Equal Employment Opportunity Capgemini is an Equal Opportunity Employer encouraging inclusion in the workplace. Capgemini also participates in the Partnership Accreditation in Indigenous Relations (PAIR) program, supporting meaningful engagement with Indigenous communities across Canada by promoting fairness, accessibility, inclusion and respect. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law. This is a general description of the duties, responsibilities and qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodation does not pose an undue hardship. Capgemini is committed to providing reasonable accommodation during our recruitment process. 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