Contact Centre CX Transformation Consultant

Job DescriptionDrive 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 ResponsibilitiesDrive and support the digital transformation agenda for clientsAssess existing processes and technology to identify opportunities to improve customer experience and operational efficiency, utilizing industry knowledge and Contact Centre/CX expertiseCreate technical and resourcing business cases aligned to client objectivesPresent at leadership review sessions with Customer and Capgemini leadershipDesign, plan, and drive implementation of complex business solutions including digital platform technologies and Intelligent AutomationCollaborate across Capgemini practices to create industry-leading solutions with clear business outcome commitmentsBuild strong internal and external networks to enable future CX opportunitiesConsult with internal stakeholders across sector verticals to drive existing and new client engagementsContinuously engage with the latest Contact Centre technology and market insights and share across internal and external networksDevelop and deliver solutions by responding to client RFIs and RFPs where Digital Transformation opportunities are presentRequired Skills and ExperienceBusiness consulting experience within a Professional Services organizationLarge-scale BPO transformation and/or Professional Services experienceExperience designing solutions for Contact Centres and digital channelsAbility to create client proposals using multiple available data pointsExperience managing CX Consultants or Process Transformation/Improvement teamsExposure to commercial modelling and sizingAbility to design Contact Centre/CX solutions aligned to client objectivesStrong understanding of latest technology trends in Contact Centre and Digital Transformation marketsClear understanding of deflection and automation techniques in the Contact Centre and CX spaceExperience designing and supporting functional requirements for CX solution implementation (e.g. chatbots, Conversational AI)Domain and Industry ExperienceCross-sector experience including Financial Services, Manufacturing, Media & Entertainment, Retail, and TechnologyExperience handling various Contact Centre processes including inbound, outbound, sales & marketing campaigns, employee queries, and customer support desksExperience working in integrated Contact Centre environments across:Delivery & Service ManagementWorkforce Management (WFM)LearningReporting & AnalyticsQualityMethodologies and Technical KnowledgeProcess Improvement methodologiesKnowledge of simple automation principles such as call deflection, webchat, Conversational AI, and chatbotsWorking knowledge of Contact Centre solutions including (but not limited to):AWSGenesys CloudNICEZendeskYour security clearanceTo 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 nationalityWe are a Disability Confident EmployerCapgemini is proud to be a Disability Confident Employer (Level 2) under the UK Government's Disability Confident scheme. As part of our commitment to inclusive recruitment, we will offer an interview to all candidates who:Declare they have a disability, andMeet the minimum essential criteria for the role.Please opt in during the application processMake it real - what does it mean for you?You'd be joining an accredited Great Place to work for Wellbeing in 2024. Employee wellbeing is vitally important to us as an organisation. We see a healthy and happy workforce a critical component for us to achieve our organisational ambitions.To help support wellbeing we have trained 'Mental Health Champions' across each of our business areas, and we have invested in wellbeing apps such as Thrive and Peppy.You will be joining one of the World's Most Ethical Companies, as recognised by Ethisphere for 12 consecutive years. We live our values by making ethical business choices every day. Working ethically is at the centre of our culture at Capgemini, meaning you will be helping to create a future we can all be proud of.Capgemini. Make it realWhy you should consider CapgeminiGrowing clients' businesses while building a more sustainable, more inclusive future is a tough ask. When you join Capgemini, you'll join a thriving company and become part of a collective of free-thinkers, entrepreneurs and industry experts. We find new ways technology can help us reimagine what's possible. It's why, together, we seek out opportunities that will transform the world's leading businesses, and it's how you'll gain the experiences and connections you need to shape your future. By learning from each other every day, sharing knowledge, and always pushing yourself to do better, you'll build the skills you want. You'll use your skills to help our clients leverage technology to innovate and grow their business. So, it might not always be easy, but making the world a better place rarely is.About CapgeminiCapgemini is an AI-powered global business and technology transformation partner, delivering tangible business value. We imagine the future of organisations 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.Make it real