Contact Centre Improvement & Optimization Consultant

Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you’d like, where you’ll be supported and inspired by a collaborative community of colleagues around the world, and where you’ll be able to reimagine what’s possible. Join us and help the world’s leading organizations unlock the value of technology and build a more sustainable, more inclusive world.

Your role

As a Contact Centre Improvement & Optimization Consultant, you will help clients enhance the performance of their Contact Centres. You will review current operations, identify improvement opportunities, and design practical, effective solutions that improve both efficiency and customer service. In this role, you will guide organisations through transformation initiatives that deliver measurable operational and customer‑experience outcomes.

Your tasks

• Assess existing Contact Centre processes, performance, and technologies.
• Design practical improvement and optimisation solutions that enhance both operational effectiveness and service quality.
• Prepare clear business cases outlining benefits, costs, and resource requirements.
• Develop and present proposals, including responses to RFI/RFPs.
• Collaborate with Capgemini teams to deliver integrated, end‑to‑end improvement solutions.
• Build strong, long‑term relationships with clients and internal partners.
• Stay informed about Contact Centre market trends and share relevant insights with clients and teams.

Your profile

• Experience in business consulting within professional services.
• Background in Contact Centre improvement, optimisation, or large-scale operational enhancement initiatives.
• Strong knowledge of Contact Centre and digital channel technologies (e.g., Zendesk, AWS, Genesys Cloud, NICE).
• Ability to design improvement and optimisation solutions and translate them into strong client proposals.
• Understanding of process improvement methods and digital‑enabled optimisation.
• Awareness of current market and technology trends in Contact Centres and Customer Experience.
• Experience leading teams or workstreams.
• Ability to work with clients across multiple industries.
• Motivation to improve customer service and deliver measurable results.

What You'll love about working here

• Practical benefits: yearly financial bonus, private medical care with Medicover with additional packages (e.g., dental, senior care, oncology) available on preferential terms, life insurance and access to NAIS benefit platform.
• Access to over 70 training tracks with certification opportunities (e.g., GenAI, Excel, Business Analysis, Project Management) on our NEXT platform. Dive into a world of knowledge with free access to Education First languages platform, TED Talks and Udemy Business materials and trainings.
• Cutting-Edge Technology: Position yourself at the forefront of IT innovation, working with the latest technologies and platforms. Capgemini partners with top global enterprises, including 145 Fortune 500 companies.
• Enjoy hybrid working model that fits your life - after completing onboarding, connect work from a modern office with ergonomic work from home, thanks to home office package (including laptop, monitor, and chair). Ask your recruiter about the details.

Get to know us

Capgemini is committed to diversity and inclusion, ensuring fairness in all employment practices. We evaluate individuals based on qualifications and performance, not personal characteristics, striving to create a workplace where everyone can succeed and feel valued.

Do you want to get to know us better? Check our Instagram — @capgeminipl or visit our Facebook profile — Capgemini Polska. You can also find us on YouTube. 

About Capgemini

Capgemini is an AI-powered global business and technology transformation partner, delivering tangible business value. We imagine the future of organizations and make it real with AI, technology and people. With our strong heritage of nearly 60 years, we are a responsible and diverse group of over 420,000 team members in more than 50 countries. We deliver end-to-end services and solutions with our deep industry expertise and strong partner ecosystem, leveraging our capabilities across strategy, technology, design, engineering and business operations. The Group reported 2025 global revenues of €22.5 billion.