Join Capgemini Engineering, a global leader in engineering services, where we empower innovative companies to reach their full potential. Our team of engineers, scientists, and architects excels in digital and software technology, pushing boundaries in R&D and engineering across diverse industries. This is your opportunity to build a career filled with possibilities, make a real impact, and experience dynamic, engaging work.

This role centers on leading the complete contact center transformation journey. You will manage presales activities, opportunity shaping, designing greenfield CCaaS architectures, migrating legacy platforms, and ensuring robust program governance. The ultimate goal is to guide clients towards AI-driven, self-service customer experiences in large, multi-industry engagements.

Key responsibilities include leading presales efforts, such as responding to RFPs/RFIs, crafting compelling CX solution architectures, estimating efforts, and shaping commercial proposals. You will present winning strategies to executive stakeholders.

Your role involves end-to-end solution design encompassing omnichannel routing, IVR/conversational AI, workforce management, quality management, and CRM integration. You will architect greenfield CCaaS solutions, including selecting appropriate vendors and tools, and developing reference architectures. A significant focus will be defining the roadmap for AI-powered contact centers, integrating conversational AI, virtual agents, agent-assist tools, real-time analytics, and self-service automation.

Successfully lead large-scale modernization of brownfield contact centers and migrations from legacy PBX/ACD systems to cloud environments, ensuring minimal disruption. You will also own the integration strategy across CRM, WFM, and telephony platforms, including meticulous data migration and cutover/rollback planning. Additionally, you will oversee delivery governance for multi-year, multi-workstream transformation programs, managing scope, schedule, risks, quality, and financials.

Serve as the primary technical point of contact throughout the design, build, test, and operate phases, coordinating L1/L2/L3 delivery teams. You will establish and monitor program KPIs/SLAs (e.g., AHT, CSAT, FCR), provide steering committee reports, and develop executive dashboards. Furthermore, you will mentor solution and delivery leads, cultivating reusable accelerators, frameworks, and playbooks for future engagements.

We are seeking professionals with extensive experience in solution architecture and implementation for contact centers. A strong background in presales and proposal development is highly valued.

Technical expertise is essential, including proficiency with CCaaS platforms such as Genesys Cloud/PureConnect, NICE CXone, Amazon Connect, Cisco Contact Center (CCE/Webex CC), Five9, and Avaya. Experience with Conversational AI and IVR technologies like Google Dialogflow, Amazon Lex, Genesys/NICE Bots, and Nuance is crucial.

Candidates should possess strong skills in CRM integration with platforms like Salesforce Service Cloud, ServiceNow CSM, and Microsoft Dynamics 365. Familiarity with Workforce/Quality Management tools (NICE WFM, Verint, Calabrio) and Analytics & Reporting tools (Power BI, Tableau) is also required.

Project and delivery management skills are important, including experience with Agile/Scrum, SAFe, MS Project, Jira, and Confluence, alongside knowledge of PMP/Prince2 practices. Primary skills should include Cisco Contact Centre Solution Architecture/Leadership, with experience in UCCE/UCCX and CVP being critical. Webex experience is considered a plus.