Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you'd like, where you'll be supported and inspired by a collaborative community of colleagues around the world, and where you'll be able to reimagine what's possible. Join us and help the world's leading organizations unlock the value of technology and build a more sustainable, more inclusive world.
Job Description
Location: New York, NY (Hybrid)
- Lead technical resources for NICE CXone implementations, ensuring smooth deployment and integration.
- Create detailed technical documentation, including designs based on specific business requirements.
- Take full ownership and responsibility for end-to-end (E2E) design of the CCaaS (Contact Center as a Service) architecture, covering key elements such as:
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- Routing strategy
- ACD and IVR design
- API and data integrations
- AI solutions for improved automation and customer engagement
Qualifications:
Must Have Skills:
- 10+ years of experience in building and managing Contact Center technology stack.
- 5+ years of E2E experience designing and building NICE CXone platforms.
- Demonstrated success in migrating from on-prem contact center platforms to CCaaS platforms.
- Strong expertise in designing and implementing enterprise-level CCaaS architecture.
- Experience with Cloud Network infrastructure, ensuring reliability and scalability.
- Familiarity with AI-driven solutions and their role in enhancing customer experience within CCaaS.
Additional Responsibilities:
- Collaborate with cross-functional teams, including business analysts, architects, and stakeholders, to align technical designs with business objectives.
- Ensure comprehensive technical oversight, including risk management, issue resolution, and clear communication across all teams.
- Maintain awareness of evolving trends within the CCaaS industry, leveraging your expertise to influence internal strategies and customer success.
Preferred Qualifications:
- Experience leading change management and global or regional rollouts of contact center transformation projects.
- A track record of working with external vendors (e.g., Genesys, Avaya, NICE CXone) to drive large-scale implementations
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.
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 fuelled 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.