Contact Centre Improvement & Optimization Consultant

Assess existing Contact Centre processes, performance, and technologies.
Design practical improvement and optimisation solutions that enhance both operational effectiveness and service quality.
Prepare clear business cases outlining benefits, costs, and resource requirements.
Develop and present proposals, including responses to RFI/RFPs.
Collaborate with Capgemini teams to deliver integrated, end‑to‑end improvement solutions.
Build strong, long‑term relationships with clients and internal partners.
Stay informed about Contact Centre market trends and share relevant insights with clients and teams.

Experience in business consulting within professional services.
Background in Contact Centre improvement, optimisation, or large-scale operational enhancement initiatives.
Strong knowledge of Contact Centre and digital channel technologies (e.g., Zendesk, AWS, Genesys Cloud, NICE).
Ability to design improvement and optimisation solutions and translate them into strong client proposals.
Understanding of process improvement methods and digital‑enabled optimisation.
Awareness of current market and technology trends in Contact Centres and Customer Experience.
Experience leading teams or workstreams.
Ability to work with clients across multiple industries.
Motivation to improve customer service and deliver measurable results.

Practical benefits: yearly financial bonus, private medical care with Medicover with additional packages (e.g., dental, senior care, oncology) available on preferential terms, life insurance and access to NAIS benefit platform.
Access to over 70 training tracks with certification opportunities (e.g., GenAI, Excel, Business Analysis, Project Management) on our NEXT platform. Dive into a world of knowledge with free access to Education First languages platform, TED Talks and Udemy Business materials and trainings.
Cutting-Edge Technology: Position yourself at the forefront of IT innovation, working with the latest technologies and platforms. Capgemini partners with top global enterprises, including 145 Fortune 500 companies.
Enjoy hybrid working model that fits your life - after completing onboarding, connect work from a modern office with ergonomic work from home, thanks to home office package (including laptop, monitor, and chair). Ask your recruiter about the details.

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