Full Job Description
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.
Within frog's CX Transformation capability, we help organizations build customer-centric strategies, operating models, and experiences across marketing, sales, commerce, service, and contact centers.
Your Role
As a Senior Consultant, Contact Center Experience Transformation, you will help clients modernize service operations into intelligent, AI-enabled engagement hubs.
Key responsibilities include:
• Shape contact center transformation strategies using AI, automation, and omnichannel engagement.
• Analyze customer journeys, call drivers, interaction data, and service performance.
• Design future-state operating models across people, process, and technology.
• Facilitate workshops and align stakeholders on transformation priorities.
• Develop business cases for virtual agents, IVR modernization, agent assist, and efficiency improvements.
• Translate strategy into implementation roadmaps and support proposals and thought leadership.
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 identify and support AI-enabled opportunities that improve business outcomes and delivery effectiveness, work in AI-augmented ways, and apply responsible AI principles including ethics, privacy, security, transparency, and governance.
Required Experience:
• 5+ years in consulting roles focused on contact center, customer service, or CX transformation.
• Experience with AI/GenAI applications such as chatbots, virtual agents, agent assist, or intelligent routing.
• Experience designing contact center operating models, service strategies, or transformation programs.
• Strong analytical, storytelling, presentation, and workshop-facilitation skills.
• Ability to deliver in fast-paced, ambiguous environments.
Preferred Experience:
• CCaaS, CRM, workforce management, or knowledge systems; Financial Services or Consumer Products experience; service design methods.
The base compensation range for this role in the posted location is: $105,600 - $199,480
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
