Enterprise Contact Center Architect

We are seeking a Contact Center Architect to lead CX transformation initiatives and define enterprise contact center strategies. This role will work closely with client executives to design modern customer engagement solutions spanning CCaaS, CRM, AI, workforce engagement, analytics, and integrations.

Your Role

• Define target-state contact center architectures and transformation roadmaps.
• Lead assessments, platform selection, and modernization initiatives.
• Design solutions across CCaaS, CRM, IVR, conversational AI, WEM/WFM, analytics, and data platforms.
• Drive AI strategies including virtual agents, agent assist, and agentic workflows.
• Support pursuits through RFP responses, solution design, workshops, and presentations.
• Guide large-scale migrations from legacy platforms such as Avaya and Cisco.
• Build trusted relationships with senior business and technology stakeholders.

• 10+ years of experience in Contact Center, CX, or Customer Engagement technologies.
• 5+ years in a Solution Architect or Lead Consulting role.
• Experience with leading CCaaS platforms such as Genesys Cloud CX, NICE CXone, Amazon Connect, Five9, or similar.
• Strong expertise integrating CCaaS, CRM, and enterprise systems using APIs.
• Experience leading contact center transformation and migration programs.
• Strong understanding of contact center operations, omnichannel, IVR, WFM, QM, and KPI management.
• Pre-sales and client-facing consulting experience preferred.
• Must be legally authorized to work in the United States without employer sponsorship now or in the future.

Preferred

• Certifications in Genesys, NICE, Amazon Connect, Salesforce, or Google.
• TOGAF certification.
• Experience with Conversational AI, Generative AI, and LLM-powered customer service solutions.

The base compensation range for this role in the posted location is: $82,082 - $193,440

Capgemini provides compensation range information in accordance with applicable national, state, provincial, and local pay transparency laws. The base compensation range listed for this position reflects the minimum and maximum target compensation Capgemini, in good faith, believes it may pay for the role at the time of this posting. This range may be subject to change as permitted by law.

The actual compensation offered to any candidate may fall outside of the posted range and will be determined based on multiple factors legally permitted in the applicable jurisdiction.

These may include, but are not limited to: Geographic location, Education and qualifications, Certifications and licenses, Relevant experience and skills, Seniority and performance, Market and business consideration, Internal pay equity.

It is not typical for candidates to be hired at or near the top of the posted compensation range.

In addition to base salary, this role may be eligible for additional compensation such as variable incentives, bonuses, or commissions, depending on the position and applicable laws.

Capgemini offers a comprehensive, non-negotiable benefits package to all regular, full-time employees. In the U.S. and Canada, available benefits are determined by local policy and eligibility and may include:

• Paid time off based on employee grade (A-F), defined by policy: Vacation: 12-25 days, depending on grade, Company paid holidays, Personal Days, Sick Leave

• Medical, dental, and vision coverage (or provincial healthcare coordination in Canada)
• Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada)
• Life and disability insurance
• Employee assistance programs
• Other benefits as provided by local policy and eligibility

Important Notice: Compensation (including bonuses, commissions, or other forms of incentive pay) is not considered earned, vested, or payable until it becomes due under the terms of applicable plans or agreements and is subject to Capgemini’s discretion, consistent with applicable laws. The Company reserves the right to amend or withdraw compensation programs at any time, within the limits of applicable legislation.

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., 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 fueled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem.