Job Description - Responsibilities• Lead end-to-end contact center solution design using Amazon Connect from strategy through implementation
• Partner with business stakeholders to define CX vision, roadmap, and operating model aligned with AWS-native capabilities
• Translate business requirements into scalable, cloud-native architectures leveraging Amazon Connect and AWS services
• Act as SME for Amazon Connect (primary) and Genesys Cloud/Engage or NICE (secondary) platforms
• Design omnichannel solutions covering voice, chat, messaging, email, social, and AI-powered bots
• Architect integrations with enterprise systems (CRM, WEM, analytics, APIs) using AWS services (Lambda, API Gateway, etc.)
• Conduct workshops, discovery sessions, and solution presentations with business and technical stakeholders
• Support and guide development, configuration, and deployment teams across Amazon Connect and Genesys environments
• Ensure adherence to AWS Well-Architected principles, security, compliance, and best practices
• Drive continuous improvement, automation, and optimization of contact center solutions leveraging AI and analytics
Functional Skills• Strong understanding of customer journeys and contact center operations
• Ability to align Amazon Connect capabilities with business outcomes and KPIs
• Expertise in CX strategy, digital engagement models, and cloud transformation initiatives
Experience• 12+ years of experience in contact center technologies and CX solutions
• Proven track record in solution architecture and end-to-end CCaaS delivery, especially with Amazon Connect
• Hands-on expertise with:
o Amazon Connect (mandatory)o Genesys Cloud CX or Genesys Engage (preferred for migration/coexistence scenarios)
• Experience working in AWS cloud environment (strongly preferred); Azure/GCP knowledge is a plus
• Strong background in enterprise integrations and API-based architectures
• Experience leading CCaaS transformation or migration programs, particularly to Amazon Connect
• Exposure to AI, automation, and conversational technologies (Amazon Lex, chatbots, voice bots)
• Experience working with cross-functional teams and senior stakeholders
Technical Skills• Deep knowledge of Amazon Connect architecture, contact flows, routing strategies, and queue management
• Experience with IVR, ACD, WEM, analytics, and reporting tools across Amazon Connect and Genesys
• Strong understanding of AWS services (Lambda, Lex, API Gateway, Kinesis, S3, DynamoDB)
• Expertise in API integration, microservices, and cloud-native design patterns
• Familiarity with security, compliance (PCI, HIPAA), and performance optimization
• Knowledge of AI-driven CX solutions (chatbots, voice bots, Contact Lens, sentiment analysis
The base compensation range for this role in the posted location is: 115000- 150000
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.
