frog - Director, Service & Contact Center Transformation

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 teams are 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.

frog is the reinvention and experience partner for the eco-digital era and the customer experience and design practice of Capgemini Invent. Our global network brings together designers, technologists, data scientists, and consultants to create human-centered experiences at scale. Within frog’s Customer Transformation practice, we help organizations reimagine customer service by connecting experience strategy, operating-model transformation, AI-enabled service, data, design, and technology.

Your Role

As a Director, Service & Contact Center Transformation, you will serve as a technical sales and delivery leader for complex contact center modernization programs. You will help clients assess, design, migrate, integrate, and optimize the technology ecosystems that support high-volume, business-critical customer service operations. This role requires deep fluency across contact center architecture, platforms, integrations, and operations. You must be able to move from an executive conversation about business outcomes and investment priorities to a detailed architecture discussion with technology and engineering leaders. You will provide technical authority throughout the opportunity lifecycle, co‑leading pursuits, shaping solutions and commercials, and maintaining senior delivery accountability after the work is sold.

While customer and employee experience remain important outcomes, this role is primarily technology‑led. The successful candidate will bring deep contact center technology expertise, supported by an understanding of service design, operating models, and customer experience.

Key Responsibilities
Include

• Lead end-to-end contact center technology transformation engagements, from current-state architecture and platform assessment through solution design, migration, integration, production deployment, and benefits realization.
• Assess contact center technology estates across telephony and SIP, routing, IVR, CCaaS, CRM, agent desktop, knowledge management, workforce management, quality management, analytics, integrations, and supporting data architecture.
• Define future-state architectures and transformation roadmaps that address platform modernization, legacy integration debt, cloud migration, channel orchestration, intelligent routing, digital self‑service, agent enablement, and operational resilience.
• Provide technical leadership for conversational and voice technology solutions, including migration from legacy IVR, speech recognition and tuning, text-to-speech, latency, barge‑in, escalation, human handoff, and service‑quality requirements.
• Shape agent‑assist and service‑intelligence capabilities incorporating real‑time transcription, knowledge retrieval, response recommendations, next‑best action, automated summarization, quality monitoring, governance, and auditability.
• Advise senior executives on how AI, generative AI, automation, analytics, and human‑centered design can improve customer experience, employee experience, service quality, and cost to serve.
• Serve as the technical authority during sales pursuits, working with client executives, operations leaders, architects, and engineers to translate business requirements into credible architectures, implementation approaches, estimates, and commercial proposals.
• Lead or co‑lead business development activities, including opportunity qualification, solution shaping, RFI and RFP responses, proofs of concept, client orals, effort and cost estimation, commercial negotiations, and follow‑on opportunity development.
• Direct multidisciplinary delivery teams across architecture, engineering, data, service design, operations, and change management while safeguarding delivery quality, client outcomes, engagement economics, and margin.

Your Skills + Experience

Required Experience

• 12+ years of relevant experience in contact center technology, contact center transformation, customer service operations, or technolo