Management Consultant – Contact Centre Transformation

Who you’ll be working with

As the digital innovation, consulting and transformation business of the Capgemini Group, Capgemini Invent helps CxOs envision and build what’s next for their organizations. We’re located in more than 30 offices and 10 creative studios around the world, and our 6,000+ strong team combines strategy, technology, data science and creative design with deep industry expertise and insights, to develop new digital solutions and business models of the future. 


At Capgemini Invent, we believe transformation begins with invention and ends with results. This inventive thinking helps clients unlock new opportunities and create what’s next for their organisations. Ideation and prototyping are key, but so too is helping our clients to scale and operationalise new solutions. The fourth industrial revolution is forcing businesses to rethink their strategy, business model and customer proposition – and everything in between.  Whilst emerging technologies such as artificial intelligence and blockchain continue to evolve, many organisations are still in the dark as to how and where they might be integrated.  Capgemini Invent help our clients address these challenges by designing and creating advanced, real-world digital solutions and business models of the future, resulting in new value creation and growth of their business.   

The focus of your role

As a management consultant your primary focus will be on project delivery for our clients who are increasingly calling on us to transform the way they engage with their customers by leveraging the power of technology. From designing and supporting the implementation of new digital channels and enabling tools, to optimising Workforce Management or Telephony solutions, you will be shaping the business transformation journey for operational teams and will enjoy a variety and richness of experiences which will provide opportunities for your personal development.  



We are looking for your Contact Centre operational expertise to compliment and augment the knowledge within our growing Customer Engagement team, and support development of propositions that help support our growth ambition.  

It is an exciting time for the Customer Engagement team, and we are looking for experienced, energised individuals to help accelerate our growth. 

What you’ll bring
  • You’ll bring deep Customer Engagement expertise within Contact Centre operations, with experience in the Government/Public Sector, Financial Services & Utilities sectors being particularly advantageous.  Additional experience from Telco, Retail and Consumer Products would also be welcome.  We are looking for individuals who are passionate in supporting our clients to design, deliver and optimise their Customer Engagement, with a focus on OmniChannel and Contact Centre Transformation. 

  • To be successful you’ll bring strong operational, technical and/or business change knowledge from within a Contact Centre.  For example, experience in Contact Centre operating models, channel optimisation, call routing, IVR, AI, workforce management, automation or chatbots would be welcome.  

  • Consulting experience is advantageous however is not a necessity. Candidates need to hold the skills and the ability to overcome barriers through the use of drive, determination and influencing skills in a project delivery environment. You’ll have a natural ability to work in mixed teams of colleagues and senior client executives and possess outstanding communication and interpersonal skills. 

  • You be able to adjust positively to situations that involve changing tasks and/or location, shifting priorities or ambiguity. In fact, you’ll thrive in this environment.  You’ll combine the commitment to own and deliver outstanding project work with the gravitas to engage effectively up to and including C-level stakeholders on a peer to peer basis. 



Posted on:

August 21, 2020

Experience level:

Experienced Professional

Contract type:

Permanent Full Time