Contact Center Transformation Architect
GurugramFull-timeSenior levelPosted 1 week ago
Senior customer support role at Capgemini in Gurugram.
About the role
As a Contact Center Transformation Architect , you will lead the design and delivery of next-generation omnichannel, cloud-based, and AI-enabled contact center solutions. This role combines expertise in CCaaS platforms, Conversational AI, CRM integration, and large-scale transformation programs to help organizations modernize customer engagement and service delivery.
What you'll do
- Be responsible for leading pre-sales engagements, defining solution architectures, and driving end-to-end contact center transformation initiatives
- Working closely with business stakeholders, customers, delivery teams, and technology partners, you will design scalable
- Lead the design and delivery of next-generation omnichannel, cloud-based, and AI-enabled contact center solutions
What you need
- CRM
- Salesforce
- Microsoft Dynamics
- ServiceNow
- Sales
- Communication
Good to have
- Customer service
- AWS
- GCP
- Power BI
- Azure
- Tableau