About Capgemini

Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of over 360,000 team members in more than 50 countries. With its strong 55-year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, fueled by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms. The Group reported in 2022 global revenues of €22 billion.

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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.

Click the following link for more information on your rights as an Applicant http://www.capgemini.com/resources/equal-employment-opportunity-is-the-law

Please be aware that Capgemini may capture your image (video or screenshot) during the interview process and that image may be used for verification, including during the hiring and onboarding process.

Applicants for employment in the US must have valid work authorization that does not now and/or will not in the future require sponsorship of a visa for employment authorization in the US by Capgemini.

• Experience of solutions for Contact Centres and digital channels
• Experience in building solution and implementing Amazon Connect CCaaS
• Management of Consultants or Process Transformation/Improvement team
• Experience within commercial modelling and sizing along with expertise in ability to estimate, size, come up with dependencies/assumptions in solutioning & operating Contact Centers.
• Experience in crafting Contact Center solutions closely with leads and clients, with emphasis on technical solution architecture and design, including telephony, CRM/KM, workforce management, staffing model development, etc.
• Have lead the development and execution of end-to-end operational strategies and plans that improve the client and consumer experience and successful execution of Contact Center pursuits.
• Should be able to contribute to overall solution and service design, including operating model, service standards, and staffing pyramid, as well as staff vetting and hiring to build a high performing team that successfully delivers outcomes for targeted client priorities.
• Proven track record to assess and provide strategic mentorship to resolve mission critical problems, build outcome focused policies, and establish procedures that achieve business objectives.
• Expertise/Experience with the application and infrastructure ecosystem in terms of Products and technologies for Contact Centers
• Proven success of transforming solutions into deliverables, in the Contact Center space: to include, Contact Center Operations, Workforce Management (WFM), Content and Knowledge Management (KM), Quality Assurance (QA), Training, Technology (CRM/KM, IVR/ACD, WFM, QM, etc.), Performance Management, Financial Management, Contract Management, Vendor Management, etc.
• Process Improvement methodologies
• A passion and desire to improve CX and support clients on their journey

Minimum 5 to 10 years of consulting experience or other relevant experience related to successful delivery of Contact Center Technology Solution involving Amazon Connect for opportunities as part of Presales solutions team

Minimum 7 to 10 years of experience working in multi-client BPO provider withContact Center Technology platforms predominantly having worked on Amazon Connect, Genesys cloud etc. with additional experience is contact center platforms