New York, NY Frog Consultant Senior Consultant, Service & Contact Center Transformation NY 10001

Job description

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. About the Job You’re Considering As AI reshapes how organizations operate, compete, and create value, we are evolving our consulting model to be AI-enabled by design, augmenting human judgment with analytics, automation, and generative AI. Our teams are looking for consultants who are not only strong problem solvers, but who are excited to work differently in an AI-first world: curious, adaptable, and ready to help clients reimagine how work gets done. frog is the customer experience and design practice of Capgemini Invent and the reinvention and experience partner for the eco-digital era. We work at the intersection of business strategy, experience design, and applied technology, bringing together strategists, designers, engineers, and data scientists. We start with the customer and carry our ideas through to production. Within frog’s Customer Transformation practice, we help clients reinvent how they serve their customers. Our work combines business strategy, service and experience design, data, technology, and AI to transform contact centers and customer service operations. We help clients determine what to automate, what to augment, and how to improve customer outcomes while reducing cost to serve. Your Role As a Consultant or Senior Consultant, Service & Contact Center Transformation, you will lead or support workstreams focused on transforming how organizations serve their customers across voice, digital, and assisted channels. You will use quantitative and qualitative analysis to identify the drivers of customer demand, evaluate operational performance, and build the case for service transformation. Working alongside practice leaders and multidisciplinary teams, you will contribute from current-state diagnostic and experience design through solution development, implementation, adoption, and value realization. You will collaborate with client stakeholders, designers, technology specialists, and operational leaders to develop practical recommendations that improve customer experience, frontline effectiveness, and contact center economics. Key responsibilities include: Lead or support workstreams within contact center and customer service transformation engagements, from current-state assessment and discovery through solution design, production, adoption, and value realization. Conduct client and customer interviews, journey mapping, call-driver and intent analysis, operational benchmarking, and cost-to-serve modeling to identify the root causes of contact demand and performance challenges. Develop current-state assessments, journey maps, service blueprints, operating model options, transformation roadmaps, financial models, and business cases that translate analysis into clear recommendations. Support the design of AI-enabled service solutions incorporating voice AI agents, agent assist, next best action, intelligent routing, knowledge management, digital self-service, real-time monitoring, and effective human handoffs. Facilitate client workshops and working sessions, support proposals and oral presentations, contribute to change management and adoption, and help develop points of view, reusable assets, and junior team members. Your Skills + Experience You bring strong AI literacy, including core AI and generative AI concepts, and 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. You are skilled at structuring complex business problems, finding insights in qualitative and quantitative data, and building a compelling case for change. You understand how service strategy, experience design, operations, data, and technology come together to shape customer and frontline experiences. You can engage in discussions about how telephony, routing, IVR, Contact Center as a Service, CRM, agent desktops, knowledge management, workforce management, quality management, and analytics operate as an integrated ecosystem. You bring deeper expertise in at least one area and have the curiosity and aptitude to build broader platform knowledge. You understand the operational and financial measures that underpin service transformation, including containment, average handle time, first-contact resolution, transfer rate, customer satisfaction, and cost per contact. You can use these measures to establish performance baselines, evaluate opportunities, and support a credible business case. Required Experience: Three or more years of relevant experience in management consulting, digital services, contact center operations, or customer service transformation. Candidates with five or more years of relevant experience may be considered for the Senior Consultant level. Functional depth in at least two areas such as customer service transformation, service experience design, contact forecasting and workforce management, quality management, IVR and routing design, conversational AI, speech analytics, performance measurement and KPIs, or omnichannel engagement. Strong analytical capabilities, including experience working with customer interaction data, call drivers, intent analysis, operational benchmarks, financial models, and contact center performance measures. Ability to collaborate across business strategy, experience design, operations, data, and technology; facilitate client workshops; synthesize findings; and communicate clear recommendations to client and project stakeholders. Bachelor’s degree or equivalent work experience, with the ability to travel up to 50% on average based on project and client needs. Preferred Experience: Experience combining business strategy with experience design, service design, conversation design, or user research, including exposure to both sales and service transformation. Exposure to Google’s contact center portfolio, including Customer Engagement Suite, CCAI Platform, Agent Assist, Conversational Agents, and Dialogflow CX, or emerging conversational AI platforms such as Sierra or Decagon. Familiarity with platforms such as Amazon Connect, Genesys Cloud CX, NICE CXone, Five9, Verint, Salesforce Service Cloud Voice, Agentforce Contact Center, Microsoft Dynamics 365 Contact Center, Cresta, or Observe.AI. Experience in telecommunications, insurance, or financial services, with an understanding of how regulatory requirements affect automation and customer interactions. A current Contact Center as a Service or conversational AI platform certification, a willingness to obtain relevant certification, or an advanced degree such as an MBA. The base compensation range for this role in the posted location is: $105,000 to $160,000