Contact Centre Solution SME - London, UK - Fulltime - Hybrid

We are seeking experienced Contact Centre Solution SME with strong expertise in Banking domain who will overseeing the planning, execution, and successful delivery of projects Hybrid working: The places that you work from day to day will vary according to your role, your needs, and those of the business; it will be a blend of Company offices, client sites, and your home; noting that you will be unable to work at home 100% of the time. Your Role: The Contact Centre Solution SME is a senior expert responsible for shaping, designing, and guiding end-to-end contact centre solutions across omnichannel platforms including voice, chat, messaging, self-service, and AI-augmented interactions (Conversational AI). The SME brings deep CX design, architecture, implementation & solutioning knowledge of contact centre technologies (Genesys, NICE, Amazon Connect, Salesforce Service Cloud, Pega Customer Service) and advises clients on transformation strategies, capability roadmaps, and operating models., 1. Solution Leadership & Architecture

• Lead the design of contact center transformation roadmaps, including current-state assessment, technology blueprinting, and future-state architecture.
• Architect omnichannel and cloud-based CCaaS solutions using platforms such as Genesys Cloud, NICE CXone, Amazon Connect, Salesforce Service Cloud, Pega Customer Service.
• Define customer and agent interaction flows, routing strategies, AI-powered workflows, knowledge management, and automation capabilities.
• Shape integration patterns across CRM platforms, telephony, IVR/IVA, knowledge systems, and data platforms.

2. Transformation & Delivery

• Support delivery teams by translating business requirements into scalable, configurable, and platform-aligned solutions.
• Lead or advise on IVR design, conversational AI flows, call routing optimization, self-service journeys, NLU/NLP intents, and digital channel orchestration.
• Guide implementation, testing, and cut-over plans for new contact center capabilities including digital agent desktops and integrated workflows.
• Oversee performance KPIs such as AHT, FCR, CSAT, NPS, and agent productivity to optimize operations.

3. Client Advisory & Stakeholder Engagement

• Act as a trusted advisor to senior business and technology stakeholders on contact center modernization and experience transformation.
• Present insights on workforce management, scaling strategies, AI readiness, and best practices across industries.
• Participate in client workshops, PoVs, discovery sessions, and capability assessments to shape transformation programs.

4. Innovation & Thought Leadership

• Champion the adoption of emerging technologies such as:
• Agent Assist, conversational UI, speech analytics, sentiment analysis, predictive routing, automation, and agentic AI.
• AI-driven quality assurance and real-time coaching.
• Contribute to internal accelerators, reusable assets, frameworks, and maturity models for contact center transformation.

5. Governance & Delivery Assurance

• Ensure traceability from requirements to delivered capabilities.
• Provide oversight on solution integrity, adherence to standards, and alignment with enterprise architecture.
• Support estimation, solution sizing, and SOW creation for contact center initiatives.

Do you have experience in VoIP?, Technical Expertise

• Deep hands-on knowledge of major contact center platforms:
• Genesys, NICE, Amazon Connect, Twilio Flex, Salesforce Service Cloud, Pega Customer Service.
• Strong understanding of:
• Omni-channel routing, IVR/IVA design, CTI integrations
• Real-time and historical reporting
• Workforce management technologies
• Telephony, SIP, VOIP, voice bots, call flows
• API-led integration and cloud-native architectures (AWS, Azure, GCP).

Functional & Domain Expertise

• Customer service operations, contact center KPIs, and process optimization.
• Experience mapping customer and agent journeys, service blueprints, and operational workflows.
• Knowledge of self-service, automation, chatbot design, and digital-first service strategies.
• Consulting & Delivery Skills
• Strong stakeholder engagement, steering communication, and workshop facilitation skills.
• Ability to convert business outcomes into platform-enabled solutions and transformation programs.
• Experience supporting RFPs, solution proposals, and capability positioning.

Preferred Qualifications

• 8-10+ years in Contact Center technology, and consulting would be required.
• Certifications in relevant platforms (Genesys, Amazon Connect, Salesforce, Pega, NICE).
• Experience across FS, & Insurance would be required

We are a Disability Confident Employer: Capgemini is proud to be a Disability Confident Employer (Level 2) under the UK Government's Disability Confident scheme. As part of our commitment to inclusive recruitment, we will offer an interview to all candidates who:

• Declare they have a disability, and
• Meet the minimum essential criteria for the role.
• Please opt in during the application process.

Capgemini ist einer der weltweit führenden Anbieter von Management- und IT-Beratung, Technologie-Services und Digitaler Transformation. Als ein Wegbereiter für Innovation unterstützt das Unternehmen seine Kunden bei deren komplexen Herausforderungen rund um Cloud, Digital und Plattformen.