Contact Centre & CX Transformation Consultant

• Drive and support the digital transformation agenda for clients
• Assess existing processes and technology to identify opportunities to improve customer experience and operational efficiency, utilizing industry knowledge and Contact Centre/CX expertise
• Create technical and resourcing business cases aligned to client objectives
• Present at leadership review sessions with Customer and Capgemini leadership
• Design, plan, and drive implementation of complex business solutions including digital platform technologies and Intelligent Automation
• Collaborate across Capgemini practices to create industry-leading solutions with clear business outcome commitments
• Build strong internal and external networks to enable future CX opportunities
• Consult with internal stakeholders across sector verticals to drive existing and new client engagements
• Continuously engage with the latest Contact Centre technology and market insights and share across internal and external networks
• Develop and deliver solutions by responding to client RFIs and RFPs where Digital Transformation opportunities are present

Do you have experience in Financial services?, * Business consulting experience within a Professional Services organization

• Large-scale BPO transformation and/or Professional Services experience
• Experience designing solutions for Contact Centres and digital channels
• Ability to create client proposals using multiple available data points
• Experience managing CX Consultants or Process Transformation/Improvement teams
• Exposure to commercial modelling and sizing
• Ability to design Contact Centre/CX solutions aligned to client objectives
• Strong understanding of latest technology trends in Contact Centre and Digital Transformation markets
• Clear understanding of deflection and automation techniques in the Contact Centre and CX space
• Experience designing and supporting functional requirements for CX solution implementation (e.g. chatbots, Conversational AI)

Domain and Industry Experience

• Cross-sector experience including Financial Services, Manufacturing, Media & Entertainment, Retail, and Technology
• Experience handling various Contact Centre processes including inbound, outbound, sales & marketing campaigns, employee queries, and customer support desks
• Experience working in integrated Contact Centre environments across:

• Delivery & Service Management
• Workforce Management (WFM)
• Learning
• Reporting & Analytics
• Quality

Methodologies and Technical Knowledge

• Process Improvement methodologies
• Knowledge of simple automation principles such as call deflection, webchat, Conversational AI, and chatbots
• Working knowledge of Contact Centre solutions including (but not limited to):

• AWS
• Genesys Cloud
• NICE
• Zendesk

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.