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frog, Director - Service/Contact Center Transformation

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.

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. We are looking for leaders who are curious, adaptable, and ready to help clients reimagine how work gets done.

frog is the reinvention and experience partner for the eco-digital era and the customer experience and design practice of Capgemini Invent. Within frog’s Customer Transformation practice, we help organizations modernize customer service by connecting experience strategy, operating-model transformation, AI-enabled service, field operations, data, design, and technology.

This Director role will lead complex contact center and service transformation programs, with particular emphasis on organizations where customer service depends on field operations, technicians, dispatch, work management, and coordinated customer-to-field processes. Relevant environments may include utilities, telecommunications, and other asset- or service-intensive industries.

Your Role

Lead end-to-end contact center and service technology transformations, from current-state assessment and architecture through solution design, migration, integration, deployment, and benefits realization.
Design future-state service ecosystems spanning CCaaS, telephony and SIP, IVR, CRM, agent desktop, knowledge, workforce and quality management, analytics, integrations, and supporting data architecture.
Connect contact center modernization with field service operations, including technician and dispatcher workflows, appointment and work-order management, outage or incident communications, customer notifications, routing and escalation, mobile workforce enablement, and closed-loop service recovery.
Shape AI-enabled service capabilities such as conversational and voice AI, digital self-service, intelligent routing, agent assist, knowledge retrieval, next-best action, summarization, quality monitoring, and human handoff.
Serve as the technical authority during pursuits, translating business and operational requirements into credible architectures, implementation approaches, estimates, commercials, and investment cases.
Lead or co-lead business development, including opportunity qualification, solution shaping, proposals, proofs of concept, client orals, negotiations, and expansion of client relationships.
Direct multidisciplinary teams across architecture, engineering, data, service design, operations, field service, and change while maintaining delivery quality, client outcomes, engagement economics, and margin.

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. We are looking for leaders who are not only strong problem solvers, but who are curious, adaptable, and ready to help clients reimagine how work gets done in an AI-first world.

Your Skills + Experience

12+ years of relevant experience in contact center technology, customer service transformation, field service or field operations, or technology consulting, including significant responsibility for strategy, architecture, platforms, integration, and delivery.
6+ years leading complex teams or programs with accountability for technical quality, delivery execution, client outcomes, senior stakeholders, and team performance.
Demonstrated experience modernizing enterprise contact centers and moving solutions into production, including cloud migrations, platform implementations, legacy transformation, or conversational and voice technology deployments.
Experience connecting contact center journeys with field operations, technicians, dispatch, scheduling, work-order or field service management, customer communications, and mobile workforce processes. Utilities, telecommunications, or comparable field-intensive industry experience is strongly preferred.
Fluency across the contact center stack, including CCaaS, telephony and SIP, routing, IVR, CRM, agent desktop, knowledge management, workforce management, quality management, analytics, and systems integration.
Strong understanding of voice and conversational technologies, including speech recognition, text-to-speech, latency, barge-in, intelligent routing, agent assist, transcription, knowledge retrieval, summarization, quality monitoring, and human handoff.
Demonstrated ability to advise executives, shape solutions, develop proposals and commercial approaches, and translate business and operational requirements into architecture and investment decisions.
Bachelor’s degree or equivalent work experience and ability to travel up to 50%, based on client and engagement needs.

The base compensation range for this role in the posted location is: $180,000 to $270,000

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.

Disclaimers

Capgemini is an Equal Opportunity Employer encouraging inclusion in the workplace. Capgemini also participates in the Partnership Accreditation in Indigenous Relations (PAIR) program which supports meaningful engagement with Indigenous communities across Canada by promoting fairness, accessibility, inclusion and respect. We value the rich cultural heritage and contributions of Indigenous Peoples and actively work to create a welcoming and respectful environment. 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 accommodation does not pose an undue hardship. Capgemini is committed to providing reasonable accommodation during our recruitment process. If you need assistance or accommodation, please reach out to your recruiting contact.

Please be aware that Capgemini may capture your image (video or screenshot) during the interview process and that image may be used for verification, including during the hiring and onboarding process.

Click the following link for more information on your rights as an Applicant in the United States. http://www.capgemini.com/resources/equal-employment-opportunity-is-the-law

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, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem.

Ref. code: 595313

Posted on: Nov 11, 2026

Experience Level: Experienced Professionals

Contract Type: Permanent

Location:

Houston, TX, US Irving, TX, US New York, NY, US San Francisco, CA, US Atlanta, GA, US

Brand: frog

Professional Community: Strategy & Transformation

Nearest Major Market: Houston

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