frog - Director, Service & Contact Center Transformation

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.

About the Job You’re Considering

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.

Your Role

As a Director, Service & Contact Center Transformation , you will serve as a technical sales and delivery leader for complex contact center modernization programs. You will help clients assess, design, migrate, integrate, and optimize the technology ecosystems that support high-volume, business-critical customer service operations.This role requires deep fluency across contact center architecture, platforms, integrations, and operations. You must be able to move from an executive conversation about business outcomes and investment priorities to a detailed architecture discussion with technology and engineering leaders. You will provide technical authority throughout the opportunity lifecycle, co-leading pursuits, shaping solutions and commercials, and maintaining senior delivery accountability after the work is sold.

While customer and employee experience remain important outcomes, this role is primarily technology-led. The successful candidate will bring deep contact center technology expertise, supported by an understanding of service design, operating models, and customer experience.

Key Responsibilities Include:

• 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.

Your Skills + Experience

Required Experience:

• 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.

Preferred Experience:

• 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.

The base compensation range for this role in the posted location is: $180,000 to $270,000

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.

These may include, but are not limited to: Geographic location, Education and qualifications, Certifications and licenses, Relevant experience and skills, Seniority and performance, Market and business consideration, Internal pay equity.

It is not typical for candidates to be hired at or near the top of the posted compensation range.

In addition to base salary, this role may be eligible for additional compensation such as variable incentives, bonuses, or commissions, depending on the position and applicable laws.

Capgemini offers a comprehensive, non-negotiable benefits package to all regular, full-time employees. In the U.S. and Canada, available benefits are determined by local policy and eligibility and may include: 

• 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

Important Notice: Compensation (including bonuses, commissions, or other forms of incentive pay) is not considered earned, vested, or payable until it becomes due under the terms of applicable plans or agreements and is subject to Capgemini’s discretion, consistent with applicable laws. The Company reserves the right to amend or withdraw compensation programs at any time, within the limits of applicable legislation.

Disclaimers

Capgemini is an Equal Opportunity Employer encouraging inclusion in the workplace. Capgemini also participates in the Partnership Accreditation in Indigenous Relations (PAIR) program which supports meaningful engagement with Indigenous communities across Canada by promoting fairness, accessibility, inclusion and respect.  We value the rich cultural heritage and contributions of Indigenous Peoples and actively work to create a welcoming and respectful environment. 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 in an attempt 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. If you need assistance or accommodation, please reach out to your recruiting contact.

Please be aware that Capgemini may capture your image (video or screenshot) during the interview process and that image may be used for verification, including during the hiring and onboarding process.

Click the following link for more information on your rights as an Applicant in the United States.  

Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem.