Contact Center Specialist Jobs in New York

INTRODUCTION

At Capgemini Invent, we believe difference drives change. As inventive transformation consultants, we blend our strategic, creative and scientific capabilities, collaborating closely with clients to deliver cutting-edge solutions. Join us to drive transformation tailored to our client's challenges of today and tomorrow. Informed and validated by science and data. Superpowered by creativity and design. All underpinned by technology created with purpose.

ABOUT THE JOB YOU’RE CONSIDERING

As AI reshapes how organizations operate, compete, and create value, we are evolving our consulting model to be AI-enabled by design — augmenting human judgment with analytics, automation, and generative AI. Our Enterprise Transformation team is looking for consultants who are not only strong problem solvers, but who are excited to work differently in an AI-first world: curious, adaptable, and ready to help clients reimagine how work gets done.

Capgemini Invent’s Contact Center Transformation team helps organizations turn contact center strategy into operational reality through data-led, AI-enabled transformation. The team analyzes customer interactions, operational metrics, and journey data to identify demand drivers, automation opportunities, and inefficiencies, translating insights into prioritized transformation roadmaps. A core focus is designing and deploying conversational AI and intelligent automation across voice and digital channels, grounded in real customer demand to improve containment, efficiency, and experience. By integrating strategy, service design, technology platforms, and agent experience, the team enables AI-first service models that deliver measurable business outcomes.

YOUR ROLE

As a senior consultant you will support the design and delivery of AI-enabled contact center solutions with a focus on conversational AI, digital self-service, and intelligent agent support capabilities. The role combines product management practices with hands-on delivery of AI solutions that modernize customer interactions and improve agent productivity.

You will support the development of conversational experiences across voice and digital channels, defining automation opportunities within service journeys, and contributing to the delivery of modern agent tools such as agent assist and AI-enhanced desktops. You will work in an exciting environment and collaborate every day with product owners, engineers, designers, and client stakeholders to translate service challenges into scalable AI-enabled solutions.

YOU WILL:

• Support the design and implementation of conversational AI solutions across voice and digital channels, including intent modeling, dialog design, service journeys, and self-service automation
• Contribute to product management activities for AI-enabled service capabilities, including roadmap development, backlog definition, and feature prioritization
• Assist in delivering AI-powered agent assist and modern agent desktop experiences that integrate real-time knowledge retrieval, customer context, workflow orchestration, and recommendations
• Collaborate with cross-functional teams across strategy, design, engineering, and data to deliver AI-enabled contact center solutions from concept through deployment
• Participate in client workshops, solution design sessions, demonstrations, and research on emerging conversational AI and contact center technologies to inform solution development

YOUR SKILLS + EXPERIENCE

You bring strong AI literacy, including core AI and generative AI concepts, and understand how these capabilities apply to enterprise transformation. You are able to identify and support AI-enabled opportunities that improve business outcomes and delivery effectiveness, and you have experience working in AI-augmented ways of working to enhance research, analysis, and solution development. You collaborate effectively across strategy, technology, data, and design to enable AI-driven solutions, with a solid understanding of responsible AI principles such as ethics, privacy, security, and governance. You demonstrate curiosity and a continuous learning mindset around emerging AI capabilities and their practical application in client environments.

REQUIRED EXPERIENCE

• 5–8 years of experience in consulting, product management, digital transformation, or technology delivery roles
• Experience supporting conversational AI, chatbots, virtual assistants, or digital self-service implementations
• Familiarity with contact center platforms and ecosystems (e.g., Genesys, NICE, Amazon Connect, Salesforce, Kore.ai) and AI-enabled service capabilities such as agent assist, knowledge retrieval, automation, or intelligent routing
• Understanding of product management and agile delivery principles, including roadmap planning and backlog prioritization
• Strong analytical, communication, and collaboration skills
• Ability to travel up to 50% or as needed

The base compensation range for this role in the posted location is $105,600.00 - $199,480.00

Capgemini provides compensation range information in accordance with applicable national, state, provincial, and local pay transparency laws. The base compensation range listed for this position reflects the minimum and maximum target compensation Capgemini, in good faith, believes it may pay for the role at the time of this posting. This range may be subject to change as permitted by law.

The actual compensation offered to any candidate may fall outside of the posted range and will be determined based on multiple factors legally permitted in the applicable jurisdiction.

These may include, but are not limited to: Geographic location, Education and qualifications, Certifications and licenses, Relevant experience and skills, Seniority and performance, Market and business consideration, Internal pay equity.

It is not typical for candidates to be hired at or near the top of the posted compensation range.

In addition to base salary, this role may be eligible for additional compensation such as variable incentives, bonuses, or commissions, depending on the position and applicable laws.

Capgemini offers a comprehensive, non-negotiable benefits package to all regular, full-time employees. In the U.S. and Canada, available benefits are determined by local policy and eligibility and may include:

• Paid time off based on employee grade (A-F), defined by policy: Vacation: 12-25 days, depending on grade, Company paid holidays, Personal Days, Sick Leave
• Medical, dental, and vision coverage (or provincial healthcare coordination in Canada)
• Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada)
• Life and disability insurance
• Employee assistance programs
• Other benefits as provided by local policy and eligibility

Important Notice: Compensation (including bonuses, commissions, or other forms of incentive pay) is not considered earned, vested, or payable until it becomes due under the terms of applicable plans or agreements and is subject to Capgemini’s discretion, consistent with applicable laws. The Company reserves the right to amend or withdraw compensation programs at any time, within the limits of applicable legislation.

DISCLAIMERS

Capgemini is an Equal Opportunity Employer encouraging inclusion in the workplace. Capgemini also participates in the Partnership Accreditation in Indigenous Relations (PAIR) program which supports meaningful engagement with Indigenous communities across Canada by promoting fairness, accessibility, inclusion and respect. We value the rich cultural heritage and contributions of Indigenous Peoples and actively work to create a welcoming and respectful environment. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.

This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodation does not pose an undue hardship. Capgemini is committed to providing reasonable accommodation during our recruitment process. If you need assistance or accommodation, please reach out to your recruiting contact.

Please be aware that Capgemini may capture your image (video or screenshot) during the interview process and that image may be used for verification, including during the hiring and onboarding process.

Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem.