20 days ago
Gurgaon, IndiaSenior
Responsibilities
- Lead RFP/RFI responses, solution architecture, effort estimation, and customer presentations.
- Architect and implement end-to-end contact center solutions spanning omnichannel, IVR, conversational AI, workforce management, quality management, CRM, analytics, and telephony.
- Lead cloud contact center transformation and legacy PBX/ACD migration programs.
- Drive AI-enabled customer experience initiatives including virtual agents, agent assist, self-service, and conversational AI.
- Define integration strategies across CRM, workforce management, analytics, and telephony platforms.
- Manage delivery governance, program risks, quality, financials, and stakeholder communications.
- Establish operational KPIs, reporting frameworks, and executive dashboards.
- Provide technical leadership and mentor solution and delivery teams.
Requirements
- Strong experience in contact center transformation and customer experience solution architecture.
- Expertise with CCaaS platforms such as Genesys, NICE CXone, Amazon Connect, Cisco Contact Center, Five9, or Avaya.
- Experience with conversational AI, IVR, virtual agents, and chatbots.
- Strong CRM integration knowledge, including Salesforce, ServiceNow, or Dynamics 365.
- Experience with contact center modernization and cloud migration programs.
- Understanding of omnichannel routing, workforce management, quality management, and analytics.
- Experience with RFP/RFI responses, solution estimation, and customer engagements.
- Strong program and stakeholder management experience.
- Preferred experience with AI-powered contact centers, agent assist solutions, real-time analytics, reporting, AWS, Azure, GCP, Power BI, Tableau, and CX analytics platforms.
- Preferred certifications include Genesys Cloud, NICE CXone, Amazon Connect, Salesforce Service Cloud, PMP, PRINCE2, or SAFe.
Benefits
- Lead large-scale contact center and customer experience transformation programs.
- Work with leading CCaaS, AI, and CRM platforms.
- Drive AI-powered customer service innovation and cloud adoption.
- Collaborate with global customer experience, cloud, and digital transformation teams.
Tech Stack
Categories
Solutions Engineering
About Capgemini
Capgemini is a global IT services and consulting firm that delivers strategy, cloud, AI, software engineering, and managed services to large enterprises and public-sector clients. Founded in 1967 and headquartered in Paris, it is publicly traded on Euronext Paris and operates in 50+ countries. The group expanded its engineering capabilities by acquiring Altran in 2020, now operating as Capgemini Engineering.