Contact Centre & CX Transformation Consultant

Role Summary

Drive and support the digital transformation agenda for clients by assessing existing processes and technologies to improve customer experience and operational efficiency. Utilize industry knowledge and Contact Centre/CX expertise to design, plan, and implement complex digital and intelligent automation solutions aligned to client objectives.

Key Responsibilities

• Drive and support the digital transformation agenda for clients
• Assess existing processes and technology to identify opportunities to improve customer experience and operational efficiency, utilizing industry knowledge and Contact Centre/CX expertise
• Create technical and resourcing business cases aligned to client objectives
• Present at leadership review sessions with Customer and Capgemini leadership
• Design, plan, and drive implementation of complex business solutions including digital platform technologies and Intelligent Automation
• Collaborate across Capgemini practices to create industry-leading solutions with clear business outcome commitments
• Build strong internal and external networks to enable future CX opportunities
• Consult with internal stakeholders across sector verticals to drive existing and new client engagements
• Continuously engage with the latest Contact Centre technology and market insights and share across internal and external networks
• Develop and deliver solutions by responding to client RFIs and RFPs where Digital Transformation opportunities are present

Required Skills and Experience

• Business consulting experience within a Professional Services organization
• Large-scale BPO transformation and/or Professional Services experience
• Experience designing solutions for Contact Centres and digital channels
• Ability to create client proposals using multiple available data points
• Experience managing CX Consultants or Process Transformation/Improvement teams
• Exposure to commercial modelling and sizing
• Ability to design Contact Centre/CX solutions aligned to client objectives
• Strong understanding of latest technology trends in Contact Centre and Digital Transformation markets
• Clear understanding of deflection and automation techniques in the Contact Centre and CX space
• Experience designing and supporting functional requirements for CX solution implementation (e.g. chatbots, Conversational AI)

Domain and Industry Experience

• Cross-sector experience including Financial Services, Manufacturing, Media & Entertainment, Retail, and Technology
• Experience handling various Contact Centre processes including inbound, outbound, sales & marketing campaigns, employee queries, and customer support desks
• Experience working in integrated Contact Centre environments across:
  • Delivery & Service Management
  • Workforce Management (WFM)
  • Learning
  • Reporting & Analytics
  • Quality

Methodologies and Technical Knowledge

• Process Improvement methodologies
• Knowledge of simple automation principles such as call deflection, webchat, Conversational AI, and chatbots
• Working knowledge of Contact Centre solutions including (but not limited to):
  • AWS
  • Genesys Cloud
  • NICE
  • Zendesk

Your security clearance

To be successfully appointed to this role you will need to undergo Baseline Personnel Security Standard checks.

There are no nationality or residency restrictions, although if you have resided outside of the UK within the last 3 years, further checks may be required.

There are other criteria and check required for BPSS, and throughout the recruitment process, you will be asked questions about your security clearance eligibility such as, but not limited to, country of residence and nationality

We are a Disability Confident Employer

Capgemini is proud to be a Disability Confident Employer (Level 2) under the UK Government’s Disability Confident scheme. As part of our commitment to inclusive recruitment, we will offer an interview to all candidates who:

• Declare they have a disability, and
• Meet the minimum essential criteria for the role.

Please opt in during the application process.

Make it real – what does it mean for you?

You’d be joining an accredited Great Place to work for Wellbeing in 2024. Employee wellbeing is vitally important to us as an organisation.  We see a healthy and happy workforce a critical component for us to achieve our organisational ambitions.  
To help support wellbeing we have trained ‘Mental Health Champions’ across each of our business areas, and we have invested in wellbeing apps such as Thrive and Peppy. 
You will be joining one of the World’s Most Ethical Companies®, as recognised by Ethisphere® for 12 consecutive years. We live our values by making ethical business choices every day. Working ethically is at the centre of our culture at Capgemini, meaning you will be helping to create a future we can all be proud of.

Capgemini. Make it real

Why you should consider Capgemini

Growing clients’ businesses while building a more sustainable, more inclusive future is a tough ask.  When you join Capgemini, you’ll join a thriving company and become part of a collective of free-thinkers, entrepreneurs and industry experts.  We find new ways technology can help us reimagine what’s possible.  It’s why, together, we seek out opportunities that will transform the world’s leading businesses, and it’s how you’ll gain the experiences and connections you need to shape your future.  By learning from each other every day, sharing knowledge, and always pushing yourself to do better, you’ll build the skills you want. You’ll use your skills to help our clients leverage technology to innovate and grow their business. So, it might not always be easy, but making the world a better place rarely is.

About Capgemini

Capgemini is an AI-powered global business and technology transformation partner, delivering tangible business value. We imagine the future of organisations 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 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 2024 global revenues of €22.1 billion. 

Make it real | www.capgemini.com