About the Job You Are Considering
We are seeking experienced Contact Centre Solution SME with strong expertise in the Banking domain who will oversee the planning, execution, and successful delivery of projects.
Hybrid Working
The places you work from day to day will vary according to your role, your needs and those of the business; it will be a blend of company offices, client sites, and your home. You will not be able to work at home 100% of the time.
Job Role & Location
Job Role: Contact Centre Solution SME
Location: London, UK
Your Role
The Contact Centre Solution SME is a senior expert responsible for shaping, designing, and guiding end‑to‑end contact centre solutions across omnichannel platforms including voice, chat, messaging, self‑service, and AI‑augmented interactions (Conversational AI). The SME brings deep CX design, architecture, implementation & solutioning knowledge of contact centre technologies and advises clients on transformation strategies, capability roadmaps, and operating models.
Key Responsibilities
* Solution Leadership & Architecture
* Lead the design of contact center transformation roadmaps, including current-state assessment, technology blueprinting, and future-state architecture.
* Architect omnichannel and cloud‑based CCaaS solutions using platforms such as Genesys Cloud, NICE CXone, Amazon Connect, Salesforce Service Cloud, Pega Customer Service.
* Define customer and agent interaction flows, routing strategies, AI‑powered workflows, knowledge management, and automation capabilities.
* Shape integration patterns across CRM platforms, telephony, IVR/IVA, knowledge systems, and data platforms.
* Transformation & Delivery
* Support delivery teams by translating business requirements into scalable, configurable, and platform‑aligned solutions.
* Lead or advise on IVR design, conversational AI flows, call routing optimization, self‑service journeys, NLU/NLP intents, and digital channel orchestration.
* Guide implementation, testing, and cut‑over plans for new contact center capabilities including digital agent desktops and integrated workflows.
* Oversee performance KPIs such as AHT, FCR, CSAT, NPS, and agent productivity to optimize operations.
* Client Advisory & Stakeholder Engagement
* Act as a trusted advisor to senior business and technology stakeholders on contact center modernization and experience transformation.
* Present insights on workforce management, scaling strategies, AI readiness, and best practices across industries.
* Participate in client workshops, PoVs, discovery sessions, and capability assessments to shape transformation programs.
* Innovation & Thought Leadership
* Champion the adoption of emerging technologies such as Agent Assist, conversational UI, speech analytics, sentiment analysis, predictive routing, automation, and agentic AI.
* AI‑driven quality assurance and real‑time coaching.
* Contribute to internal accelerators, reusable assets, frameworks, and maturity models for contact center transformation.
* Governance & Delivery Assurance
* Ensure traceability from requirements to delivered capabilities.
* Provide oversight on solution integrity, adherence to standards, and alignment with enterprise architecture.
* Support estimation, solution sizing, and SOW creation for contact center initiatives.
Technical Expertise
* Deep hands‑on knowledge of major contact center platforms: Genesys, NICE, Amazon Connect, Twilio Flex, Salesforce Service Cloud, Pega Customer Service.
* Strong understanding of Omni‑channel routing, IVR/IVA design, CTI integrations, real‑time and historical reporting, workforce management technologies, telephony, SIP, VOIP, voice bots, call flows.
* API‑led integration and cloud‑native architectures (AWS, Azure, GCP).
Functional & Domain Expertise
* Customer service operations, contact center KPIs, and process optimization.
* Experience mapping customer and agent journeys, service blueprints, and operational workflows.
* Knowledge of self‑service, automation, chatbot design, and digital‑first service strategies.
* Consulting & Delivery Skills: strong stakeholder engagement, steering communication, and workshop facilitation skills.
* Ability to convert business outcomes into platform‑enabled solutions and transformation programs.
* Experience supporting RFPs, solution proposals, and capability positioning.
Preferred Qualifications
* 8–10+ years in Contact Center technology and consulting.
* Certifications in relevant platforms (Genesys, Amazon Connect, Salesforce, Pega, NICE).
* Experience across FS, & Insurance.
We are a Disability Confident Employer
Capgemini is proud to be a Disability Confident Employer (Level 2) under the UK Government’s Disability Confident scheme. We will offer an interview to all candidates who declare a disability and meet the minimum essential criteria for the role. Please opt in during the application process.
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