Contact Centre Solution SME - London, UK - Full time - Hybrid

Job Role: Contact Centre Solution SME

Location: London, UK

About the Job you are considering:

We are seeking experienced Contact Centre Solution SME with strong expertise in Banking domain who will overseeing the planning, execution, and successful delivery of projects

Hybrid working:

The places that you work from day to day will vary according to your role, your needs, and those of the business; it will be a blend of Company offices, client sites, and your home; noting that you will be unable to work at home 100% of the time.

Your Role:

The Contact Centre Solution SME is a senior expert responsible for shaping, designing, and guiding end‑to‑end contact centre solutions across omnichannel platforms including voice, chat, messaging, self‑service, and AI‑augmented interactions (Conversational AI). The SME brings deep CX design, architecture, implementation & solutioning knowledge of contact centre technologies (Genesys, NICE, Amazon Connect, Salesforce Service Cloud, Pega Customer Service) and advises clients on transformation strategies, capability roadmaps, and operating models.

KEY RESPONSIBILITIES:

1. Solution Leadership & Architecture

• Lead the design of contact center transformation roadmaps, including current-state assessment, technology blueprinting, and future-state architecture.
• Architect omnichannel and cloud-based CCaaS solutions using platforms such as Genesys Cloud, NICE CXone, Amazon Connect, Salesforce Service Cloud, Pega Customer Service.
• Define customer and agent interaction flows, routing strategies, AI‑powered workflows, knowledge management, and automation capabilities.
• Shape integration patterns across CRM platforms, telephony, IVR/IVA, knowledge systems, and data platforms.

2. Transformation & Delivery

• Support delivery teams by translating business requirements into scalable, configurable, and platform-aligned solutions.
• Lead or advise on IVR design, conversational AI flows, call routing optimization, self‑service journeys, NLU/NLP intents, and digital channel orchestration.
• Guide implementation, testing, and cut-over plans for new contact center capabilities including digital agent desktops and integrated workflows.
• Oversee performance KPIs such as AHT, FCR, CSAT, NPS, and agent productivity to optimize operations.

3. Client Advisory & Stakeholder Engagement

• Act as a trusted advisor to senior business and technology stakeholders on contact center modernization and experience transformation.
• Present insights on workforce management, scaling strategies, AI readiness, and best practices across industries.
• Participate in client workshops, PoVs, discovery sessions, and capability assessments to shape transformation programs.

4. Innovation & Thought Leadership

• Champion the adoption of emerging technologies such as:
• Agent Assist, conversational UI, speech analytics, sentiment analysis, predictive routing, automation, and agentic AI.
• AI-driven quality assurance and real-time coaching.
• Contribute to internal accelerators, reusable assets, frameworks, and maturity models for contact center transformation.

5. Governance & Delivery Assurance

• Ensure traceability from requirements to delivered capabilities.
• Provide oversight on solution integrity, adherence to standards, and alignment with enterprise architecture.
• Support estimation, solution sizing, and SOW creation for contact center initiatives.
  
  

Your Skills:

Technical Expertise

• Deep hands-on knowledge of major contact center platforms:
• Genesys, NICE, Amazon Connect, Twilio Flex, Salesforce Service Cloud, Pega Customer Service.
• Strong understanding of:
• Omni-channel routing, IVR/IVA design, CTI integrations
• Real-time and historical reporting
• Workforce management technologies
• Telephony, SIP, VOIP, voice bots, call flows
• API-led integration and cloud-native architectures (AWS, Azure, GCP).

Functional & Domain Expertise

• Customer service operations, contact center KPIs, and process optimization.
• Experience mapping customer and agent journeys, service blueprints, and operational workflows.
• Knowledge of self-service, automation, chatbot design, and digital-first service strategies.
• Consulting & Delivery Skills
• Strong stakeholder engagement, steering communication, and workshop facilitation skills.
• Ability to convert business outcomes into platform-enabled solutions and transformation programs.
• Experience supporting RFPs, solution proposals, and capability positioning.

Preferred Qualifications

• 8–10+ years in Contact Center technology, and consulting would be required.
• Certifications in relevant platforms (Genesys, Amazon Connect, Salesforce, Pega, NICE).
• Experience across FS, & Insurance would be required
  
  

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 empowered to explore, innovate, and progress. You will benefit from Capgemini’s ‘learning for life’ mindset, meaning you will have countless training and development opportunities from thinktanks to hackathons, and access to 250,000 courses with numerous external certifications from AWS, Microsoft, Harvard ManageMentor, Cybersecurity qualifications and much more.
• You will be joining one of the World’s Most Ethical Companies®, as recognised by Ethisphere® for 13 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.
  
  

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