Capgemini - Contact Center Delivery Lead (12-18 yrs)

JD- Contact Center Delivery Lead

Contact Center Delivery and Solution Leader to drive transformational initiatives in the contact center space. The ideal candidate will have extensive experience in delivering contact center transformation projects, with expertise in cloud-based contact centers, conversational AI solutions, Workforce Management (WFM), and managed services solution and operations. This is a client-facing role that requires excellent communication skills, strong leadership capabilities, and a proven track record of delivering results in an agile environment.

Key Responsibilities:

- Lead the delivery of large-scale contact center transformation projects, ensuring timelines, budgets, and quality standards are met.

- Design and implement cloud contact center solutions, integrating conversational AI (Kore.ai, Google CCAI) and WFM tools (Verint, Nice) to enhance operational efficiency.

- Manage and optimize managed services operations, including staffing, SLAs, and performance metrics.

- Collaborate with clients to understand their business goals, identify pain points, and propose tailored solutions.

- Act as a trusted advisor to clients, providing strategic insights and thought leadership in contact center modernization.

- Drive agile project execution, ensuring continuous improvement and alignment with client objectives.

- Build and mentor a high-performing team, fostering a culture of innovation and excellence.

- Stay updated with industry trends and emerging technologies to identify opportunities for value creation.

Required Skills and Experience:

- Domain Expertise: Minimum 10+ years in the contact center domain with a focus on delivery and transformation.

- Cloud Solutions: Proven experience in implementing cloud-based contact center solutions (e.g., Amazon Connect, Genesys Cloud, NICE inContact, etc.).

- Conversational AI: Strong understanding of conversational AI technologies, including chatbots and voice bots.

- Workforce Management (WFM): Experience in implementing and optimizing WFM solutions.

- Managed Services: Expertise in running and managing contact center operations under managed services models.

- Client-Facing Skills: Exceptional communication, presentation, and interpersonal skills to interact with C-level executives and stakeholders.

- Agile Experience: Proven track record of delivering projects in agile environments, with a focus on adaptability and responsiveness.

- Leadership: Ability to lead cross-functional teams and drive collaboration across diverse stakeholders.

Educational Qualifications: Bachelor's degree in business, Computer Science, or a related field (MBA preferred).