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 We are seeking a Senior Consultant to lead the design and delivery of AI-enabled customer service solutions. The role combines business analysis, conversational design, product management, and contact center expertise to help clients translate business challenges into scalable AI solutions. The successful candidate will independently lead delivery workstreams, collaborate with business and technology stakeholders, and help clients move from AI experimentation to measurable operational improvements. Key responsibilities - Lead discovery workshops, analyze service operations, and translate business needs into requirements, user stories, acceptance criteria, and delivery roadmaps. - Own conversational experience design across voice, chat, and agent assist, including intent taxonomies, dialogue flows, prompts, escalation paths, and exception handling. - Apply product management practices to prioritize use cases, manage backlogs, define MVPs, and guide iterative solution development. - Identify opportunities for generative AI, agentic AI, intelligent automation, and workflow orchestration across customer service journeys. - Collaborate with architects, developers, AI specialists, and client teams to ensure solutions meet business and operational requirements - Lead solution testing and AI evaluation, including conversation quality, accuracy, task completion, and business outcomes. Manage client stakeholders, mentor junior consultants, and contribute to proposals, demonstrations, and practice development. 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: - 5-8 years of experience in consulting, business analysis, product management, customer experience, or contact center transformation. - Strong business analysis skills, including requirements elicitation, process mapping, user stories, and stakeholder management. Experience with conversational design, customer journey design, or AI-enabled service experiences. - Working knowledge of generative AI, conversational AI, and agentic AI, with hands-on experience preferred. - Understanding of contact center operations, service workflows, and performance metrics. - Experience applying agile product management and delivery practices. - Industry experience in financial services, insurance, healthcare, telecommunications, or another service-intensive sector. Strong analytical, communication, facilitation, and problem-solving skills. - Ability to travel up to 50% or as needed. Preferred qualifications - Hands-on experience with platforms such as Genesys, NICE, Kore.ai, Google CCAI, Salesforce, ServiceNow, or Microsoft. - Experience with prompt engineering, RAG, AI evaluation, or workflow automation. The base compensation range for this role in the posted location is $105,600 - $199,480 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