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# Contact Centre CX Transformation Consultant

- **Company:** Capgemini
- **Location:** London, UK
- **Contract:** Permanent contract
- **Skills:** Amazon Web Services, Chatbots, Genesys, Zendesk
- **Published:** July 3, 2026
- **Apply:** https://uk.indeed.com/viewjob?jk=6938a3425760c9c8

## About the Role

* 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

## Description

Drive and support the digital transformation agenda for clients by assessing existing processes and technologies to improve customer experience and operational efficiency. Utilize industry knowledge and Contact Centre/CX expertise to design, plan, and implement complex digital and intelligent automation solutions aligned to client objectives., * 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


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