Capgemini Invent- Contact Center AI - Senior Consultant

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 Considering
As 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 teams are 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.
The Contact Center Transformation team combines customer interaction data, service design, conversational AI, intelligent automation, platforms, and agent experience to create measurable service outcomes.
Your Role
We are seeking a Senior Consultant to lead the design and delivery of AI-enabled customer service solutions. The role combines business analysis, conversational design, product management, and contact center expertise to help clients translate business challenges into scalable AI solutions.
The successful candidate will independently lead delivery workstreams, collaborate with business and technology stakeholders, and help clients move from AI experimentation to measurable operational improvements.
Key responsibilities
Lead discovery workshops, analyze service operations, and translate business needs into requirements, user stories, acceptance criteria, and delivery roadmaps.
Own conversational experience design across voice, chat, and agent assist, including intent taxonomies, dialogue flows, prompts, escalation paths, and exception handling.
Apply product management practices to prioritize use cases, manage backlogs, define MVPs, and guide iterative solution development.
Identify opportunities for generative AI, agentic AI, intelligent automation, and workflow orchestration across customer service journeys.
Collaborate with architects, developers, AI specialists, and client teams to ensure solutions meet business and operational requirements
Lead solution testing and AI evaluation, including conversation quality, accuracy, task completion, and business outcomes.
Manage client stakeholders, mentor junior consultants, and contribute to proposals, demonstrations, and practice development.
Your Skills + Experience
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.
Required Experience:
5–8 years of experience in consulting, business analysis, product management, customer experience, or contact center transformation.
Strong business analysis skills, including requirements elicitation, process mapping, user stories, and stakeholder management.
Experience with conversational design, customer journey design, or AI-enabled service experiences.
Working knowledge of generative AI, conversational AI, and agentic AI, with hands-on experience preferred.
Understanding of contact center operations, service workflows, and performance metrics.
Experience applying agile product management and delivery practices.
Industry experience in financial services, insurance, healthcare, telecommunications, or another service-intensive sector.
Strong analytical, communication, facilitation, and problem-solving skills.
Ability to travel up to 50% or as needed.
Preferred qualifications
Hands-on experience with platforms such as Genesys, NICE, Kore.ai, Google CCAI, Salesforce, ServiceNow, or Microsoft.
Experience with prompt engineering, RAG, AI evaluation, or workflow automation.
The base compensation range for this role in the posted location is $105,600 - $199,480
Capgemini provides compensation range information in accordance with applicable national, state, provincial, and local pay transparency laws. The base compensation range listed for this position reflects the minimum and maximum target compensation Capgemini, in good faith, believes it may pay for the role at the time of this posting. This range may be subject to change as permitted by law.
The actual compensation offered to any candidate may fall outside of the posted range and will be determined based on multiple factors legally permitted in the applicable jurisdiction.
These may include, but are not limited to: Geographic location, Education and qualifications, Certifications and licenses, Relevant experience and skills, Seniority and performance, Market and business consideration, Internal pay equity.
It is not typical for candidates to be hired at or near the top of the posted compensation range.
In addition to base salary, this role may be eligible for additional compensation such as variable incentives, bonuses, or commissions, depending on the position and applicable laws.
Capgemini offers a comprehensive, non-negotiable benefits package to all regular, full-time employees. In the U.S. and Canada, available benefits are determined by local policy and eligibility and may include:
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
Important Notice: Compensation (including bonuses, commissions, or other forms of incentive pay) is not considered earned, vested, or payable until it becomes due under the terms of applicable plans or agreements and is subject to Capgemini’s discretion, consistent with applicable laws. The Company reserves the right to amend or withdraw compensation programs at any time, within the limits of applicable legislation.
Disclaimers
Capgemini is an Equal Opportunity Employer encouraging inclusion in the workplace. Capgemini also participates in the Partnership Accreditation in Indigenous Relations (PAIR) program which supports meaningful engagement with Indigenous communities across Canada by promoting fairness, accessibility, inclusion and respect. We value the rich cultural heritage and contributions of Indigenous Peoples and actively work to create a welcoming and respectful environment. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.
This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodation d