Role Summary
Drive and support the digital transformation agenda for clients by assessing existing processes and technologies to improve customer experience and operational efficiency. Utilize industry knowledge and Contact Centre/CX expertise to design, plan, and implement complex digital and intelligent automation solutions aligned to client objectives.
Key Responsibilities
- Drive and support the digital transformation agenda for clients
- Assess existing processes and technology to identify opportunities to improve customer experience and operational efficiency, utilizing industry knowledge and Contact Centre/CX expertise
- Create technical and resourcing business cases aligned to client objectives
- Present at leadership review sessions with Customer and Capgemini leadership
- Design, plan, and drive implementation of complex business solutions including digital platform technologies and Intelligent Automation
- Collaborate across Capgemini practices to create industry-leading solutions with clear business outcome commitments
- Build strong internal and external networks to enable future CX opportunities
- Consult with internal stakeholders across sector verticals to drive existing and new client engagements
- Continuously engage with the latest Contact Centre technology and market insights and share across internal and external networks
- Develop and deliver solutions by responding to client RFIs and RFPs where Digital Transformation opportunities are present
Required Skills and Experience
- Business consulting experience within a Professional Services organization
- Large-scale BPO transformation and/or Professional Services experience
- Experience designing solutions for Contact Centres and digital channels
- Ability to create client proposals using multiple available data points
- Experience managing CX Consultants or Process Transformation/Improvement teams
- Exposure to commercial modelling and sizing
- Ability to design Contact Centre/CX solutions aligned to client objectives
- Strong understanding of latest technology trends in Contact Centre and Digital Transformation markets
- Clear understanding of deflection and automation techniques in the Contact Centre and CX space
- Experience designing and supporting functional requirements for CX solution implementation (e.g. chatbots, Conversational AI)
Domain and Industry Experience
- Cross-sector experience including Financial Services, Manufacturing, Media & Entertainment, Retail, and Technology
- Experience handling various Contact Centre processes including inbound, outbound, sales & marketing campaigns, employee queries, and customer support desks
- Experience working in integrated Contact Centre environments across:
- Delivery & Service Management
- Workforce Management (WFM)
- Learning
- Reporting & Analytics
- Quality
Methodologies and Technical Knowledge
- Process Improvement methodologies
- Knowledge of simple automation principles such as call deflection, webchat, Conversational AI, and chatbots
- Working knowledge of Contact Centre solutions including (but not limited to):
- AWS
- Genesys Cloud
- NICE
- Zendesk
Your Security Clearance
To be successfully appointed to this role you will need to undergo Baseline Personnel Security Standard checks. There are no nationality or residency restrictions, although if you have resided outside of the UK within the last 3 years, further checks may be required. There are other criteria and check required for BPSS, and throughout the recruitment process, you will be asked questions about your security clearance eligibility such as, but not limited to, country of residence and nationality.
We are a Disability Confident Employer
- Declare a disability and meet the minimum essential criteria for the role to be eligible for a Disability Confident interview.
Equal Opportunity
This position is open to all qualified candidates, in accordance with equal opportunity laws.
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