Contact Center Transformation Lead
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Role and Responsibilities
Drive Contact Center Strategy & Transformation engagements:
- Conduct in-depth analysis of current Contact Center maturity of our clients, identifying areas for improvement and optimization.
- Drive Business Solution Architecture for large Contact Centers that includes CcaaS Platform capabilities, Agent Desktop capabilities, Contact Center Analytics, Work Force Management, Continuous Optimization, etc.
- Orchestrate Contact Center Transformation engagements with Executive Stakeholders, Business Teams, Operations and IT teams.
- Translate business needs into actionable IT Transformation roadmaps, outlining short- and long-term strategies.
- Develop and present compelling business cases for technology investments.
- Stay abreast of the latest trends in Contact Center landscape, constantly seeking opportunities to leverage technology for business value
- Cultivate and maintain strong relationships with internal and external stakeholders, including industry experts and technology partners.
- Contribute to the development of internal knowledge bases and content creation initiatives, sharing expertise and best practices with the team.
Qualifications and Education Requirements:
- Master s degree in Computer science, Information Technology, Business Administration, or related field.
- At least 5 years of experience in technology consulting for large Contact Centers
- At least 5 years of experience in Constructing and Delivering Contact Center transformation initiatives for Financial Services industry
- At least 10 years of experience in Contact Center Technology platforms such as Genesys, Avaya and NICE
Must have skills:
- You have a strong consulting mindset / experience
- You have top-notch communication skills, both written and verbal, with the ability to effectively explain complex technical concepts to a non-technical audience.
- You are at ease with orchestrating complex workshops with Business and IT stakeholders to achieve consensus
- You are at ease with writing proposals and developing clients' pitches
- You have excellent analytical and problem-solving skills
About Capgemini
Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, cloud and data, combined with its deep industry expertise and partner ecosystem. The Group reported 2023 global revenues of 22.5 billion.
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Life at Capgemini
Capgemini supports all aspects of your well-being throughout the changing stages of your life and career. For eligible employees, we offer:
- Flexible work
- Healthcare including dental, vision, mental health, and well-being programs
- Financial well-being programs such as 401(k) and Employee Share Ownership Plan
- Paid time off and paid holidays
- Paid parental leave
- Family building benefits like adoption assistance, surrogacy, and cryopreservation
- Social well-being benefits like subsidized back-up child/elder care and tutoring
- Mentoring, coaching and learning programs
- Employee Resource Groups
- Disaster Relief
Disclaimer
Capgemini is an Equal Opportunity Employer encouraging diversity in the workplace. 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 accommodations do not pose an undue hardship.
Capgemini is committed to providing reasonable accommodations during our recruitment process. If you need assistance or accommodation, please reach out to your recruiting contact.
