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.

The Contact Center Transformation team combines customer interaction data, service design, conversational AI, intelligent automation, platforms, and agent experience to create measurable service outcomes.

Your Role

As a Consultant, AI Customer Service Transformation, you will support the design, development, and delivery of AI-enabled customer service solutions, working closely with business stakeholders, customer service teams, product owners, and technical specialists. You will help clients translate business needs into actionable requirements, conversational experiences, and product features while contributing to the successful delivery of Generative AI and Conversational AI solutions.

You will leverage analytical thinking, customer-centric design principles, and AI-enabled ways of working to identify opportunities, improve customer and agent experiences, and support the implementation of scalable AI-driven solutions that create measurable business value.

Key Responsibilities Include

• Gather and document business requirements through stakeholder interviews, workshops, process analysis, customer journey reviews, and assessment of customer interactions.
• Develop user stories, acceptance criteria, process maps, customer journeys, business requirements, and functional specifications to support solution design and delivery.
• Design conversational experiences including intents, dialogue flows, prompts, responses, escalation paths, fallback handling, and human-agent handoffs.
• Analyze customer conversations, operational data, and service performance metrics to identify automation opportunities and customer experience improvements.
• Support product backlog management, use case prioritization, sprint planning, requirements refinement, and agile delivery activities.
• Collaborate closely with AI developers, architects, data specialists, and business stakeholders to translate requirements into effective AI-enabled solutions.
• Execute functional testing, conversational testing, user acceptance testing (UAT), and defect management activities while driving continuous improvement.
• Support client presentations, workshops, solution demonstrations, business case development, and project deliverables.

Your Skills + Experience

You bring strong AI literacy, including core AI and generative AI concepts, and understand how these capabilities apply to enterprise transformation. You are able to identify and support AI-enabled opportunities that improve business outcomes and delivery effectiveness, and you have experience working in AI-augmented ways of working to enhance research, analysis, and solution development. You collaborate effectively across strategy, technology, data, and design to enable AI-driven solutions, with a solid understanding of responsible AI principles such as ethics, privacy, security, and governance. You demonstrate curiosity and a continuous learning mindset around emerging AI capabilities and their practical application in client environments.
Required Experience

• 2-5 years of experience in consulting, business analysis, product management, customer experience, customer service transformation, or contact center operations.
• Strong analytical skills and demonstrated experience gathering requirements, documenting business processes, developing user stories, and translating business needs into actionable solutions.
• Experience with customer journey mapping, service design, conversational design, digital experience design, or related customer transformation initiatives.
• Understanding of Generative AI, Conversational AI, Large Language Models (LLMs), and their application within customer service and operational environments.
• Familiarity with Agile delivery methodologies, product management practices, backlog management, and iterative solution development.
• Understanding of contact center processes, customer service operations, customer support workflows, and service performance metrics.
• Strong communication, presentation, facilitation, documentation, and stakeholder management skills.
• Ability to work effectively with business stakeholders, technology teams, AI specialists, and cross-functional project teams within a consulting environment.

Preferred Experience

• Hands-on experience with conversational AI platforms, virtual assistant design, prompt engineering, chatbot implementation, or AI solution testing.
• Exposure to leading customer service and CRM platforms such as Salesforce, Microsoft Dynamics, ServiceNow, Zendesk, Genesys, NICE, Five9, or comparable technologies.
• Experience supporting AI, digital transformation, or customer service modernization programs.

The base compensation range for this role in the posted location is: $67,500 - $127,510

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.