frog, Director - Service/Contact Center Transformation

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. We are looking for leaders who are curious, adaptable, and ready to help clients reimagine how work gets done.
frog is the reinvention and experience partner for the eco-digital era and the customer experience and design practice of Capgemini Invent. Within frog’s Customer Transformation practice, we help organizations modernize customer service by connecting experience strategy, operating-model transformation, AI-enabled service, field operations, data, design, and technology.
This Director role will lead complex contact center and service transformation programs, with particular emphasis on organizations where customer service depends on field operations, technicians, dispatch, work management, and coordinated customer-to-field processes. Relevant environments may include utilities, telecommunications, and other asset- or service-intensive industries.
Your Role
Lead end-to-end contact center and service technology transformations, from current-state assessment and architecture through solution design, migration, integration, deployment, and benefits realization.
Design future-state service ecosystems spanning CCaaS, telephony and SIP, IVR, CRM, agent desktop, knowledge, workforce and quality management, analytics, integrations, and supporting data architecture.
Connect contact center modernization with field service operations, including technician and dispatcher workflows, appointment and work-order management, outage or incident communications, customer notifications, routing and escalation, mobile workforce enablement, and closed-loop service recovery.
Shape AI-enabled service capabilities such as conversational and voice AI, digital self-service, intelligent routing, agent assist, knowledge retrieval, next-best action, summarization, quality monitoring, and human handoff.
Serve as the technical authority during pursuits, translating business and operational requirements into credible architectures, implementation approaches, estimates, commercials, and investment cases.
Lead or co-lead business development, including opportunity qualification, solution shaping, proposals, proofs of concept, client orals, negotiations, and expansion of client relationships.
Direct multidisciplinary teams across architecture, engineering, data, service design, operations, field service, and change while maintaining delivery quality, client outcomes, engagement economics, and margin.
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. We are looking for leaders who are not only strong problem solvers, but who are curious, adaptable, and ready to help clients reimagine how work gets done in an AI-first world.
Your Skills + Experience
12+ years of relevant experience in contact center technology, customer service transformation, field service or field operations, or technology consulting, including significant responsibility for strategy, architecture, platforms, integration, and delivery.
6+ years leading complex teams or programs with accountability for technical quality, delivery execution, client outcomes, senior stakeholders, and team performance.
Demonstrated experience modernizing enterprise contact centers and moving solutions into production, including cloud migrations, platform implementations, legacy transformation, or conversational and voice technology deployments.
Experience connecting contact center journeys with field operations, technicians, dispatch, scheduling, work-order or field service management, customer communications, and mobile workforce processes. Utilities, telecommunications, or comparable field-intensive industry experience is strongly preferred.
Fluency across the contact center stack, including CCaaS, telephony and SIP, routing, IVR, CRM, agent desktop, knowledge management, workforce management, quality management, analytics, and systems integration.
Strong understanding of voice and conversational technologies, including speech recognition, text-to-speech, latency, barge-in, intelligent routing, agent assist, transcription, knowledge retrieval, summarization, quality monitoring, and human handoff.
Demonstrated ability to advise executives, shape solutions, develop proposals and commercial approaches, and translate business and operational requirements into architecture and investment decisions.
Bachelor’s degree or equivalent work experience and ability to travel up to 50%, based on client and engagement needs.
The base compensation range for this role in the posted location is: $180,000 to $270,000
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 co