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)

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