Contact Center Transformation Solution Architect | 12 to 16 years | Bangalore Gurgaon

At Capgemini Engineering, the world leader in engineering services, we bring together a global team of engineers, scientists, and architects to help the world’s most innovative companies unleash their potential. From autonomous cars to life-saving robots, our digital and software technology experts think outside the box as they provide unique R&D and engineering services across all industries. Join us for a career full of opportunities. Where you can make a difference. Where no two days are the same.

Job Description

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.
• Architect greenfield CCaaS stacks, including vendor and tooling selection and reference architecture creation.
• 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.

Technical Skills & Tools

Category

Tools / Technologies

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

e.

Primary Skills

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.

Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem.