Contact Centre Transformation Consultant
Assess existing processes and technology to identify opportunities for the implementation of new CX methodologies with client stakeholders
Support and drive the digital transformation agenda for clients
Utilize industry knowledge and Contact Centre/CX expertise to recommend ways of enhancing customer experience outcomes
Creation of technical and resourcing business cases aligned to client objectives
Present at leadership review sessions with Customer and Capgemini leadership
Design, plan and develop complex business solutions that include digital platform technologies and Intelligent Automation
Collaborate across Capgemini practices to create industry leading solutions that provide clients 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 to share across internal and external networks
Develop and deliver solutions by responding to client RFI/RFPs where Digital Transformation opportunities are present
Skills /Experience required
Business Consulting with Professional Service organization
Large-scale BPO transformation and/or Professional Services experience
Experience of solutions for Contact Centers and digital channels
Ability to create a client proposal utilizing various data points available
Management of CX Consultants or Process Transformation/Improvement team
Exposure / experience within commercial modelling and sizing
Ability to create Contact Centre/CX solutions that support client objectives
Understanding of the latest Technology trends in the Contact Centre and Digital Transformation markets
Clear understanding of deflection and automation techniques within the Contact Centre and CX space
Design and help with functional requirements for development of the relevant CX solutions for implementation e.g. chat bot, conversational AI
Cross-sector experience, including Financial Services, Manufacturing, Media & Entertainment, Retail and Technology based companies
Experience in handling different kinds of Contact Centre process like inbound, outbound, sales & marketing campaigns, handling employee queries, customer support desk
Experience in working on integrated Contact Centre environments consisting of technology for Delivery & Service Management, WFM, Learning, Reporting & Analytics and Quality
Process Improvement methodologies
A passion and desire to improve CX and support clients on their journey
Experience improving customer journeys to improve CX outcomes
Knowledge of simple automation principles; call deflection, webchat, conversational AI, chat bot
Working knowledge of contact centers solutions (examples, but not limited to; Zendesk/AWS/Genesys Cloud/Nice)
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