frog - Contact Center Experience (CX) Transformation - Senior Consultant

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.Your Rolefrog is a leading global creative consultancy, part of Capgemini Invent. We challenge the status quo to craft and build human experiences that win hearts and move markets. Partnering with passionate leaders and visionary entrepreneurs, we apply creativity, strategy, design and data to re-invent businesses, drive growth and orchestrate customer centric transformation. Together we strive to shape a regenerative future that is both sustainable and inclusive for businesses, people and planet.We are seeking a Senior Consultant to drive Contact Center Transformation, helping clients modernize service operations into intelligent, AI-enabled engagement hubs. This role focuses on rethinking contact center strategy, operating models, and technology enablement - leveraging automation, analytics, and GenAI to improve customer experience, agent productivity, and cost-to-serve outcomes.ResponsibilitiesAs a Senior Consultant in frog’s Contact Center Transformation team, you will:Shape contact center transformation strategies that redesign service experiences, leveraging AI, automation, and omnichannel engagement to improve customer satisfaction and operational performanceConduct customer journey, call driver, and interaction analytics to uncover insights and identify opportunities for deflection, automation, and experience improvementDesign future-state contact center operating models, integrating people, process, and technology with AI-driven decisioning and intelligent routing capabilitiesLead and facilitate client workshops and stakeholder engagements, using data and GenAI-powered insights to align on transformation priorities and business outcomesSupport the development of business cases and financial models, quantifying value from automation (e.g., virtual agents, IVR modernization, agent assist) and efficiency gainsContribute to AI-enabled service innovation, including conversational AI, agent copilots, knowledge management, and predictive service solutionsCollaborate with cross-functional teams (design, data, engineering) to translate strategy into implementation roadmaps and scalable transformation programsSupport business development efforts, crafting proposals and thought leadership around next-generation contact center solutions and AI-driven service transformationJob Description - Grade SpecificMust Have5+ years of experience in consulting roles focused on contact center, customer service, or CX transformation, with exposure to service operations and digital transformationExperience with AI/GenAI applications in customer service, such as chatbots, virtual agents, agent assist tools, or intelligent call routingStrong analytical and problem-solving skills, with experience leveraging data, analytics, or AI-driven insights to inform service design and operational improvementsExperience designing or contributing to contact center operating models, service strategies, or transformation programsAbility to communicate complex ideas clearly to senior stakeholders, with strong storytelling, presentation, and workshop facilitation skillsProven ability to operate in fast-paced, ambiguous environments, driving structured thinking and delivering high-impact outcomesNice to HaveFamiliarity with contact center technologies and platforms (e.g., CCaaS, CRM, workforce management, knowledge systems)Experience in industries such as Financial Services or Consumer Products, with understanding of service operations and customer expectationsBackground in innovation, service design, or human-centered design methodologies to reimagine customer interactions and experiencesExperience contributing to end-to-end transformation delivery, from strategy through implementationWhat You’ll Love About Working Here?You’ll have the opportunity to:Build a network within the Capgemini Group and contribute to the education of other Business Units around practice offerings to support existing account expansionPlay a significant role in client proposals and RFI/RFP responses from initial brief to final sales presentationsNurture and expand existing account relationshipsIdentify potential personal business relationships that can be leveraged by the practice to develop new businessIdentify potential project extension and expansion opportunities while staffed on projectsSupport the development of thought leadership and innovative offerings as they relate to AI/Data Science, Digital Customer Analytics, and Operational Analytics.Support the upskilling of the team members on topics related to Data & AnalyticsThe base compensation range for this role in the posted location is: $115,000 to $160,000Capgemini 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 LeaveMedical, 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 insuranceEmployee assistance programsOther benefits as provided by local policy and eligibilityImportant 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.DisclaimersCapgemini 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. 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. #J-18808-Ljbffr Capgemini