Capgemini Invent - Contact Center - Senior Consultant

At Capgemini Invent, we believe difference drives change. As inventive transformation consultants, we blend our strategic, creative and scientific capabilities, collaborating closely with clients to deliver cutting-edge solutions. Join us to drive transformation tailored to our client's challenges of today and tomorrow. Informed and validated by science and data. Superpowered by creativity and design. All underpinned by technology created with purpose.

Your Role

As a Consultant you will support the design and delivery of AI-enabled contact center solutions with a focus on conversational AI, digital self-service, and intelligent agent support capabilities. The role combines product management practices with hands-on delivery of AI solutions that modernize customer interactions and improve agent productivity.

You will support the development of conversational experiences across voice and digital channels, defining automation opportunities within service journeys, and contributing to the delivery of modern agent tools such as agent assist and AI-enhanced desktops. You will work in an exciting environment and collaborate every day with product owners, engineers, designers, and client stakeholders to translate service challenges into scalable AI-enabled solutions.

You Will:

* Support the design and implementation of conversational AI solutions across voice and digital channels, including intent modeling, dialog design, service journeys, and self‑service automation

* Contribute to product management activities for AI‑enabled service capabilities, including roadmap development, backlog definition, and feature prioritization

* Assist in delivering AI‑powered agent assist and modern agent desktop experiences that integrate real‑time knowledge retrieval, customer context, workflow orchestration, and recommendations

* Collaborate with cross‑functional teams across strategy, design, engineering, and data to deliver AI‑enabled contact center solutions from concept through deployment

* Participate in client workshops, solution design sessions, demonstrations, and research on emerging conversational AI and contact center technologies to inform solution development

Your Skills + Experience

You bring strong AI literacy, including core AI and generative AI concepts, and understand how these capabilities apply to enterprise transformation. You are able to identify and support AI‑enabled opportunities that improve business outcomes and delivery effectiveness, and you have experience working in AI‑augmented ways of working to enhance research, analysis, and solution development. You collaborate effectively across strategy, technology, data, and design to enable AI‑driven solutions, with a solid understanding of responsible AI principles such as ethics, privacy, security, and governance.

You demonstrate curiosity and a continuous learning mindset around emerging AI capabilities and their practical application in client environments.

Required Experience

* 3-5 years of experience in consulting, product management, digital transformation, or technology delivery roles

* Experience supporting conversational AI, chatbots, virtual assistants, or digital self‑service implementations

* Familiarity with contact center platforms and ecosystems (e.g., Genesys, NICE, Amazon Connect, Salesforce, Kore.ai) and AI‑enabled service capabilities such as agent assist, knowledge retrieval, automation, or intelligent routing

* Understanding of product management and agile delivery principles, including roadmap planning and backlog prioritization

* Strong analytical, communication, and collaboration skills

The base compensation range for this role in the posted location is: $112,600 - $212,700

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…