Capgemini Invent - Contact Center - Management Consultant

Managing Consultant Contact Center

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.

As a Managing Consultant in the Enterprise Transformation team, you will lead strategic initiatives that reshape how organizations design and deliver customer service and contact center experiences. You will manage the full lifecycle of client engagements, from framing transformation strategies to overseeing successful delivery. This role requires a blend of strategic thinking, relationship management, team leadership, and subject matter depth in customer service and service operations. In this role you will play a key role in :

• Serve as a trusted advisor to client executives, shaping strategic roadmaps for contact center modernization, service operating model evolution, and customer engagement transformation.
• Lead multi-disciplinary teams to deliver high-impact transformation programs, ensuring alignment with client objectives, timelines, and success metrics.
• Define and implement target state operating models, spanning channel strategy, interaction design, workforce transformation, performance management, and technology enablement.
• Drive the development of routing and deflection strategies, integrating AI, automation, and self-service to optimize experience and efficiency.
• Oversee the delivery of transformation initiatives from opportunity assessment through execution, including stakeholder engagement, change leadership, and capability development.
• Manage project economics and delivery excellence while mentoring junior consultants and contributing to team growth.
• Contribute to Capgemini Invent thought leadership, go-to-market development, and business development in the service transformation space.

We would love to see a candidate with :

Empowerment : At Capgemini Invent, we :

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Capgemini is an Equal Opportunity Employer encouraging diversity in the workplace. 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 accommodations do not pose an undue hardship.

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, cloud and data, combined with its deep industry expertise and partner ecosystem. The Group reported 2023 global revenues of 22.5 billion.