22 hours ago
Gurgaon, IndiaStaff+
Responsibilities
- Lead presales engagements, including RFP/RFI responses, CX solution architecture, effort estimation, commercial shaping, and executive stakeholder presentations.
- Own end-to-end solution design across omnichannel routing, IVR and conversational AI, workforce management, quality management, and CRM integration.
- Architect greenfield CCaaS stacks, including vendor and tooling selection and reference architecture creation.
- Define roadmaps for AI-led contact centers, conversational AI, virtual agents, agent assistance, real-time analytics, and self-service automation.
- Lead brownfield contact center modernization and legacy PBX/ACD-to-cloud migrations across multi-vendor environments.
- Own CRM, workforce management, and telephony integration strategies, including data migration and cutover/rollback planning.
- Govern multi-year transformation programs across scope, schedule, risk, quality, financials, KPIs, SLAs, steering committee reporting, and executive dashboards.
- Serve as the technical point of accountability across design, build, test, and operate phases while coordinating L1/L2/L3 delivery teams.
- Mentor solution and delivery leads and develop reusable accelerators, frameworks, and playbooks.
Requirements
- 12 to 16 years of experience is stated in the job title.
- Strong Cisco Contact Center solution architecture experience, including Cisco Contact Center, UCCE/UCCX, CVP, and UCM.
- Strong solution architecture, implementation, troubleshooting, and leadership experience.
- Presales and proposal experience is preferred.
- Experience with contact center transformation, CCaaS platforms, migrations, CRM and telephony integrations, analytics, and program governance is required for the stated scope.
Benefits
- The role is based in Bangalore or Gurgaon.
- The position offers opportunities to work on large, multi-industry engineering and technology transformation engagements.
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.