Contact Centre Transformation Consultant

2 days ago

London, Greater London, United Kingdom Capgemini Full time
About the Role

Capgemini's Intelligent Customer Operations practice is seeking a skilled professional to join our team as a Contact Centre Transformation Consultant. In this role, you will work directly with our clients across various industries, supporting them in realising their CX Vision and Strategy.

Key Responsibilities
  • Lead client-side projects, owning the delivery of pre-agreed milestones and measures of success.
  • Assess current ecosystems (processes, systems, technology) to identify gaps against CX vision and make clear recommendations to address these.
  • Utilise industry knowledge and contact centre expertise to create efficiencies and enhance user and customer experience by optimising processes through eliminating waste and leveraging technology to integrate and automate processes and tasks.
  • Support clients in creating and implementing industry-leading Digital-First Omni-Channel CX strategies to meet customer and client needs.
  • Recognise how clients can further optimise and maximise functionality of their current contact centre solutions and make recommendations on CCaaS to deliver their requirements.
Requirements
  • A passion and desire to improve CX and support our clients on their journey.
  • Experience improving customer journeys to improve CX outcomes.
  • Exceptional contact centre knowledge and expertise, with proven delivery of solutioning in contact centres.
  • Knowledge of simple automation principles, including call deflection, webchat, conversational AI, and chatbots.
About Capgemini

Capgemini is a global business and technology transformation partner, helping organisations to accelerate their dual transition to a digital and sustainable world. We are a responsible and diverse group of 340,000 team members in more than 50 countries. With our strong over 55-year heritage, we are trusted by our clients to unlock the value of technology to address the entire breadth of their business needs.

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