Customer Experience Cx Jobs

INTRODUCTION

Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you’d like, where you’ll be supported and inspired by a collaborative community of colleagues around the world, and where you’ll be able to reimagine what’s possible. Join us and help the world’s leading organizations unlock the value of technology and build a more sustainable, more inclusive world.

LOCATION

This is a hybrid role based in one of the preferred locations - Atlanta, GA / New York, NY / Bridgewater, NJ / Chicago, IL / Dallas, TX / San Francisco, CA.

ABOUT THE JOB YOU’RE CONSIDERING

As a Gemini Enterprise Customer Experience (CX) Solution Lead, you will lead the technical strategy, solution architecture, and execution alignment for AI-powered CX transformations. You will be responsible for designing scalable architectures, securing technical wins, and ensuring successful delivery outcomes across complex enterprise environments.

This role is the technical counterpart to the Practice Lead, focused on translating strategy into robust, production-ready solutions.

YOUR ROLE

• Solution Architecture & Technical Leadership: Design and lead end-to-end AI-powered CX architectures on Google Cloud, defining scalable, secure, and production-ready solution patterns.
• Technical Sales & Solutioning: Lead technical discovery and solution design during sales cycles, developing compelling proposals and securing technical wins.
• CX Platform Expertise: Architect and integrate CCaaS and AI-driven CX solutions across platforms (e.g., Google CCAI, Amazon Connect, Genesys, Twilio) with CRM, analytics, and automation systems.
• Delivery Alignment & Execution Support: Guide delivery teams from POC to production, ensuring architectural consistency, delivery readiness, and high-quality outcomes.
• Cross-Functional Leadership: Align Capgemini, Google, and partner teams on architecture and execution, acting as the technical bridge across business, sales, and delivery.
• Innovation & Optimization: Drive continuous improvement by identifying opportunities to enhance performance, scalability, and CX outcomes through emerging AI capabilities.

YOUR SKILLS AND EXPERIENCE

• 10+ years of experience in contact center technical presales, consultative solution architecture, or a related collaborative role.
• Proven experience in designing and architecting CCaaS and AI-driven CX solutions (e.g., Google GECX, Amazon Connect, Twilio Flex, Genesys Cloud, or Khoros).
• Strong, holistic knowledge of Contact Center technologies, including IVR, ACD, WFM, CRM integration, chatbots, natural language processing, RPA, and reporting/analytics.
• Deep expertise in Google Cloud Platform, Customer Experience, and Generative AI technology stack.
• Strong communication and relationship-building skills with executive and technical audiences.
• Google Cloud certifications (e.g., Professional Cloud Architect, Network Engineer, ML Engineer) are a plus.
• Ability to travel up to 50% of the time.

PREFERRED QUALIFICATIONS

• Hands-on experience with Google GECX and Vertex AI.
• Experience leading large-scale CX transformation programs.
• Experience working with and managing partners in complex implementation projects, including hyperscalers.

COMPENSATION

• The base compensation range for this role in the posted location is $88,544 - $207,401.

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.

BENEFITS

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.