Job Description

Capgemini is on a mission to transform businesses by unleashing the power of technology and human energy. Are you ready to lead innovative solutions in contact center transformation? We are looking for a passionate Contact Center Technology Solution Architect to join our dynamic team and create impactful customer experiences by designing and implementing cutting-edge solutions.

What You’ll Do

In this role, you’ll:

• Design Solutions That Matter: Craft end-to-end contact center solutions with a focus on Amazon Connect CCaaS, telephony, CRM/KM, workforce management, and more.
• Drive Operational Excellence: Lead development and execution of operational strategies that improve client and consumer experiences.
• Deliver on Business Goals: Work closely with clients to design operating models, staffing pyramids, and service standards that align with their business priorities.
• Collaborate with Industry Experts: Partner with leads, consultants, and clients to build tailored solutions that integrate seamlessly with existing infrastructures.
• Lead with Insight: Provide strategic guidance to solve critical challenges and establish policies that drive business objectives.
• Champion CX Transformation: Share your passion for customer experience (CX) and guide clients through their transformation journey.

What You’ll Bring

Required Skills & Experience:

• Expertise in Contact Centers: 7–10 years of experience working with contact center technologies, with significant exposure to Amazon Connect, Genesys Cloud, and other platforms.
• Solution Architecture Mastery: Proven experience in crafting and delivering end-to-end solutions for contact centers, including CRM/KM, IVR/ACD, WFM, QA, and financial/contract management.
• Consulting & Leadership: 5–10 years of consulting or relevant experience leading contact center technology solutions and managing cross-functional teams.
• Technical Proficiency: Deep understanding of applications and infrastructure ecosystems for contact centers, including telephony, analytics, and digital channels.
• Strategic Vision: Ability to evaluate client needs, craft innovative solutions, and deliver measurable results aligned with business objectives.

Preferred Skills:

• Hands-on experience with Amazon Connect implementation.
• Expertise in process improvement methodologies.
• Experience in commercial modeling and sizing of contact center operations.
• Passion for improving customer experience (CX) through innovative strategies.

Why Capgemini?

When you join Capgemini, you become part of a team that is shaping the future of technology and business. Here’s what you can look forward to:

Flexible Work & Well-Being:

• Flexible work arrangements to fit your lifestyle.
• Comprehensive healthcare, including dental, vision, mental health, and well-being programs.

Financial Support:

• 401(k) and Employee Share Ownership Plan.
• Paid time off, holidays, and parental leave.

Family-Friendly Benefits:

• Adoption assistance, surrogacy support, and cryopreservation benefits.
• Subsidized child/elder care and tutoring services.

Professional Growth:

• Mentoring, coaching, and access to learning programs like LinkedIn Learning.
• Opportunities to lead impactful projects and work with industry-leading technologies.

Diversity & Inclusion:

• Employee Resource Groups and an inclusive culture where diverse perspectives are valued.

About Capgemini

Capgemini is a global leader in business transformation, with over 360,000 team members in more than 50 countries. Guided by a purpose to create an inclusive and sustainable future, we leverage technology and innovation to solve real-world challenges. In 2022, the Group reported global revenues of €22 billion.