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# Contact Center Operations & Transformation Lead

- **Company:** Capgemini
- **Location:** Nashville, TN, United States
- **Experience:** Expert
- **Salary:** $88,544.0 - $207,401.0
- **Contract:** Permanent contract
- **Skills:** Interactive Voice Response, Computer Telephony Integration, Customer Interaction Management (Software), Systems Integration, Genesys
- **Published:** September 18, 2026
- **Apply:** https://www.capgemini.com/jobs/552990-en_US_SAPBTP/x/

## About the Role

* 10+ years of experience in contact center operations and optimization
 * Hands-on experience with Salesforce, Genesys, Decagon, NICE, and Calabrio
 * Proven expertise in designing and implementing global 24x7 support and staffing models
 * Experience leading large-scale transformation initiatives within enterprise or managed services environments
 * Strong knowledge of workforce management, omnichannel routing, IVR, CTI integrations, and CRM platforms
 * Excellent analytical, problem-solving, and stakeholder management skills
 * Ability to thrive in fast-paced, evolving environments and drive structure and execution
 * Must be legally authorized to work in the United States without employer sponsorship now or in the future.

## Description

* Lead contact center operations initiatives focused on process improvement, workforce optimization, and service excellence.
 * Design, implement, and optimize global support and 24x7 staffing models to meet business and customer requirements.
 * Drive large-scale operational transformation programs within complex enterprise or managed services environments.
 * Assess existing support ecosystems and develop actionable strategies to improve performance, efficiency, and customer experience.
 * Collaborate with business, technology, and operations teams to enhance contact center capabilities and service delivery models.
 * Develop recommendations for workforce planning, scheduling, capacity management, and operational governance.
 * Ensure seamless integration and optimization of contact center technologies, CRM platforms, IVR systems, and omnichannel solutions.
 * Manage stakeholder communications and provide executive-level updates on transformation initiatives, risks, and outcomes.
 * Bring structure and clarity to evolving business environments by establishing processes, frameworks, and actionable roadmaps.


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