GURUGRAM · FULLTIME
Contact Center Solution Architect
Capgemini
Gurugram · onsite · Posted 1d ago
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Undisclosed12–16 yrsfulltimeGurugram
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Section · 01
About this role
Job Summary
Owns the contact center transformation lifecycle end-to-end - presales and opportunity shaping, greenfield CCaaS architecture, brownfield/legacy platform migration, and program governance through steady-state delivery for large multi-industry engagements, with a roadmap toward AI-led, self-service customer experience.
Key Responsibilities - Lead presales engagements - RFP/RFI response, CX solution architecture, effort estimation and commercial shaping - and present win themes to executive level stakeholders.
- Own end-to-end solution design across omnichannel routing, IVR/conversational AI, workforce management, quality management and CRM integration.
- Define the roadmap toward AI-led contact centers - conversational AI/virtual agents, agent-assist, real-time analytics and self-service automation.
- Lead large-scale brownfield contact center modernization and legacy PBX/ACD-to-cloud migrations with minimal service disruption across multi-vendor environments.
- Own integration strategy across CRM, WFM and telephony platforms, including data migration and cutover/rollback planning.
- Own delivery governance for multi-year, multi-workstream transformation programs - scope, schedule, risk, quality and financials.
- Act as single technical point of accountability across design, build, test and operate phases, coordinating L1/L2/L3 delivery teams.
- Establish and track program KPIs/SLAs (AHT, CSAT, FCR), steering committee reporting and executive dashboards.
- Mentor solution/delivery leads and build reusable accelerators, frameworks and playbooks across engagements.
- CCaaS Platforms
- Genesys Cloud/PureConnect, NICE CXone, Amazon Connect, Cisco Contact Center (CCE/Webex CC), Five9, Avaya
- Conversational AI / IVR
- Google Dialogflow, Amazon Lex, Genesys/NICE Bots, Nuance
- CRM Integration
- Salesforce Service Cloud, ServiceNow CSM, Microsoft Dynamics 365
- Workforce / Quality Management
- NICE WFM, Verint, Calabrio
- Analytics Reporting
- Power BI, Tableau, native CCaaS analytics
- Program Delivery
- Agile/Scrum, SAFe, MS Project, Jira, Confluence, PMP/Prince2 practices
Cisco Contact Centre Solution Architect/Lead, Cisco Contact Centre, UCCE/UCCX, CVP, UCM;
WebEx is optional
- Candidates should have strong solution architecture, implementation, troubleshooting, and leadership experience. Pre-sales/proposal experience is good to have.
Sourced from naukri
Section · 02
Skills
CSATCustomer ExperienceAutomationAgilecrmAmazon connectGenesys Cloudcontact centerConfluenceCrm IntegrationDialogflowlexAnalyticsConversational AiJira AtlassianData MigrationcloudArchitectureCiscoAhtArtificial Intelligence
Section · Company
About Capgemini
Capgemini
IT Services & Consulting
235k+
employees
1967
59 years old
Mumbai, Maharashtra
India
About
Capgemini is an AI-powered global business and technology transformation partner, delivering tangible business value.
Industries
IT Services & ConsultingAnalytics & KPOBankingSoftware Product
Employee ratings
53,345 reviews
3.6/ 5
Culture
3.6
Career growth
2.8
Work-life
3.8
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