Gurgaon Contact Center Transformation Architect

Job description

Join us in transforming the future of Customer Experience and Contact Center Operations. As a Contact Center Transformation Architect , you will lead the design and delivery of next-generation omnichannel, cloud-based, and AI-enabled contact center solutions. This role combines expertise in CCaaS platforms, Conversational AI, CRM integration, and large-scale transformation programs to help organizations modernize customer engagement and service delivery. Your Role You will be responsible for leading pre-sales engagements, defining solution architectures, and driving end-to-end contact center transformation initiatives. Working closely with business stakeholders, customers, delivery teams, and technology partners, you will design scalable, AI-driven customer experience solutions that improve operational efficiency and customer satisfaction. Your Profile Lead RFP/RFI responses, solution architecture, effort estimation, and customer presentations. Architect end-to-end contact center solutions across Omnichannel, IVR, Conversational AI, WFM, Quality Management, and CRM platforms. Design and implement CCaaS solutions and cloud contact center transformation programs. Drive AI-led customer experience initiatives including Virtual Agents, Agent Assist, Self-Service, and Conversational AI. Lead contact center modernization and legacy PBX/ACD-to-cloud migration programs. Define integration strategies across CRM, Workforce Management, Analytics, and Telephony platforms. Manage delivery governance, program risks, quality, financials, and stakeholder communication. Establish operational KPIs, reporting frameworks, and executive dashboards. Provide technical leadership and mentor solution and delivery teams. Mandatory Skills Strong experience in Contact Center Transformation and CX Solution Architecture Expertise in CCaaS Platforms such as Genesys, NICE CXone, Amazon Connect, Cisco Contact Center, Five9, or Avaya Experience with Conversational AI, IVR, Virtual Agents, and Chatbots Strong knowledge of CRM Integration (Salesforce, ServiceNow, Dynamics 365) Experience in Contact Center Modernization and Cloud Migration Programs Strong understanding of Omnichannel Routing, Workforce Management, Quality Management, and Analytics Experience handling RFP/RFI responses , solution estimation, and customer engagements Strong program and stakeholder management experience Preferred Skills AI-powered Contact Centers and Agent Assist Solutions Real-time Analytics and Reporting Cloud Platforms (AWS, Azure, GCP) Agile, SAFe, Scrum Delivery Models Power BI, Tableau, and CX Analytics Platforms Preferred Certifications Genesys Cloud Certification NICE CXone Certification Amazon Connect Certification Salesforce Service Cloud Certification PMP / PRINCE2 / SAFe Certifications What You'll Love About Working Here Lead large-scale Contact Center and CX Transformation programs. Work with leading CCaaS, AI, and CRM platforms. Drive AI-powered customer service innovation and cloud adoption. Collaborate with global CX, cloud, and digital transformation teams Capgemini is an AI-powered global business and technology transformation partner, delivering tangible business value. We imagine the future of organizations and make it real with AI, technology and people. With our strong heritage of nearly 60 years, we are a responsible and diverse group of 420,000 team members in more than 50 countries. We deliver end-to-end services and solutions with our deep industry expertise and strong partner ecosystem, leveraging our capabilities across strategy, technology, design, engineering and business operations. The Group reported 2024 global revenues of €22.1 billion.Capgemini in India comprises nearly 235,000 team members working across 13 locations: Bangalore, Bhubaneswar, Chennai, Coimbatore, Gandhinagar, Gurugram, Hyderabad, Kolkata, Mumbai, Noida, Pune, Salem, and Tiruchirappalli.Make it real | www.capgemini.com/in-en . . Ref. code: 549554 Posted on: 10 Oct 2026 Experience Level: Experienced Professionals Contract Type: Permanent Location: Gurgaon, IN Brand: Capgemini Engineering Professional Community: Manufacturing & Operations Engineering Apply now » Apply Now Start applying with LinkedIn Please wait... Find similar jobs: All rights reserved by Capgemini. Copyright © 2025 Cookie Consent Manager When you visit any website, it may store or retrieve information on your browser, mostly in the form of cookies. Because we respect your right to privacy, you can choose not to allow some types of cookies. 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