Capgemini Invent - AI-Enabled Contact Center Transformation Manager

Capgemini • Atlanta, GA

2d

About The Position

At Capgemini Invent, we believe difference drives change. As inventive transformation consultants, we blend our strategic, creative and scientific capabilities, collaborating closely with clients to deliver cutting-edge solutions. Join us to drive transformation tailored to our client's challenges of today and tomorrow. Informed and validated by science and data. Superpowered by creativity and design. All underpinned by technology created with purpose.About the Job You’re ConsideringAs AI reshapes how organizations operate, compete, and create value, we are evolving our consulting model to be AI-enabled by design — augmenting human judgment with analytics, automation, and generative AI. Our Enterprise Transformation team is looking for consultants who are not only strong problem solvers, but who are excited to work differently in an AI-first world: curious, adaptable, and ready to help clients reimagine how work gets done.
Capgemini Invent’s Contact Center Transformation team helps organizations turn contact center strategy into operational reality through data‑led, AI‑enabled transformation. The team analyzes customer interactions, operational metrics, and journey data to identify demand drivers, automation opportunities, and inefficiencies, translating insights into prioritized transformation roadmaps. A core focus is designing and deploying conversational AI and intelligent automation across voice and digital channels, grounded in real customer demand to improve containment, efficiency, and experience. By integrating strategy, service design, technology platforms, and agent experience, the team enables AI‑first service models that deliver measurable business outcomes.Your RoleAs a senior consultant you will lead technical workstreams that enable AI-driven contact center capabilities including conversational AI, agent assist, and intelligent service automation. In this role, you will leverage your expertise in conversational AI architectures, data enablement, and integration of AI technologies into contact center environments.
Your responsibilities will include designing AI-enabled service capabilities, enabling knowledge and data foundations required for conversational AI, and supporting the deployment of intelligent service technologies across voice and digital channels. Your role will bridge strategy and delivery by translating AI opportunities into scalable technical solutions.

Requirements

• 7–10 years of experience in consulting, technology delivery, AI solutions, or digital platform transformation roles.
• Hands‑on experience implementing conversational AI, chatbots, virtual assistants, or AI‑enabled service capabilities.
• Familiarity with leading conversational AI and contact center platforms such as Genesys, NICE, Amazon Connect, Salesforce, Kore.ai, or similar ecosystems.
• Strong understanding of AI and data capabilities supporting conversational experiences, including LLMs, retrieval‑augmented generation (RAG), knowledge orchestration, and conversational workflows.
• Proven ability to integrate AI solutions with enterprise systems (e.g., CRM, knowledge, case management) and translate business needs into scalable technology solutions.
• Advanced degree in technology, engineering, or analytics preferred.
• Ability to travel up to 50% or as needed.
• You bring strong AI literacy, including core AI and generative AI concepts, and understand how these capabilities apply to enterprise transformation. You are able to identify and support AI‑enabled opportunities that improve business outcomes and delivery effectiveness, and you have experience working in AI‑augmented ways of working to enhance research, analysis, and solution development. You collaborate effectively across strategy, technology, data, and design to enable AI‑driven solutions, with a solid understanding of responsible AI principles such as ethics, privacy, security, and governance. You demonstrate curiosity and a continuous learning mindset around emerging AI capabilities and their practical application in client environments.

Responsibilities

• Lead delivery workstreams focused on conversational AI, intelligent automation, and AI‑enabled service capabilities within contact center environments.
• Design and support the implementation of conversational AI solutions, including intent detection, orchestration, knowledge integration, and backend system integrations.
• Define data, knowledge, and service context requirements to enable AI‑driven capabilities such as agent assist, real‑time guidance, and automation.
• Partner with engineering and architecture teams to design scalable AI‑enabled service solutions leveraging LLMs, knowledge orchestration, and automation frameworks.
• Lead client-facing technical discussions, pilots, and proof‑of‑concepts, and contribute to Capgemini Invent assets and frameworks for AI‑enabled contact center architecture.

Benefits

• Paid time off based on employee grade (A-F), defined by policy: Vacation: 12-25 days, depending on grade, Company paid holidays, Personal Days, Sick Leave
• Medical, dental, and vision coverage (or provincial healthcare coordination in Canada)
• Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada)
• Life and disability insurance
• Employee assistance programs
• Other benefits as provided by local policy and eligibility

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level