Contact Centre Transformation Consultant
? Assess existing processes and technology to identify opportunities for the implementation of new CX methodologies with client stakeholders
? Support and drive the digital transformation agenda for clients
? Utilize industry knowledge and Contact Centre/CX expertise to recommend ways of enhancing customer experience outcomes
? Creation of technical and resourcing business cases aligned to client objectives
? Present at leadership review sessions with Customer and Capgemini leadership
? Design, plan and develop complex business solutions that include digital platform technologies and Intelligent Automation
? Collaborate across Capgemini practices to create industry leading solutions that provide clients with clear business outcome commitments
? Build strong internal and external networks to enable future CX opportunities
? Consult with internal stakeholders across sector verticals to drive existing and new client engagements
? Continuously engage with the latest Contact Centre technology and market insights to share across internal and external networks
? Develop and deliver solutions by responding to client RFI/RFP?s where Digital Transformation opportunities are present
Skills /Experience required
? Business Consulting with Professional Service organization
? Large-scale BPO transformation and/or Professional Services experience
? Experience of solutions for Contact Centers and digital channels
? Ability to create a client proposal utilizing various data points available
? Management of CX Consultants or Process Transformation/Improvement team
? Exposure / experience within commercial modelling and sizing
? Ability to create Contact Centre/CX solutions that support client objectives
? Understanding of the latest Technology trends in the Contact Centre and Digital Transformation markets
? Clear understanding of deflection and automation techniques within the Contact Centre and CX space
? Design and help with functional requirements for development of the relevant CX solutions for implementation ? e.g. chat bot, conversational AI
? Cross-sector experience, including Financial Services, Manufacturing, Media & Entertainment, Retail and Technology based companies
? Experience in handling different kinds of Contact Centre process like inbound, outbound, sales & marketing campaigns, handling employee queries, customer support desk
? Experience in working on integrated Contact Centre environments consisting of technology for Delivery & Service Management, WFM, Learning, Reporting & Analytics and Quality
? Process Improvement methodologies
? A passion and desire to improve CX and support clients on their journey
? Experience improving customer journeys to improve CX outcomes
? Knowledge of simple automation principles; call deflection, webchat, conversational AI, chat bot
? Working knowledge of contact centers solutions (examples, but not limited to; Zendesk/AWS/Genesys Cloud/Nice)