**Job description** **:** TIO Consultant **KEY RESPONSIBILITIES** **:** + 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 **Required Skills:** + Business Consulting with Professional Service organisation + Large-scale BPO transformation and/or Professional Services experience + Experience of solutions for Contact Centres and digital channels + Ability to create a client proposal utilising 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) **Life at Capgemini** Capgemini supports all aspects of your well-being throughout the changing stages of your life and career. For eligible employees, we offer: + Flexible work + Healthcare including dental, vision, mental health, and well-being programs + Financial well-being programs such as 401(k) and Employee Share Ownership Plan + Paid time off and paid holidays + Paid parental leave + Family building benefits like adoption assistance, surrogacy, and cryopreservation + Social well-being benefits like subsidized back-up child/elder care and tutoring + Mentoring, coaching and learning programs + Employee Resource Groups + Disaster Relief **About Capgemini** 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, cloud and data, combined with its deep industry expertise and partner ecosystem. The Group reported 2023 global revenues of €22.5 billion. Get The Future You Want | www.capgemini.com **Disclaimer** Capgemini is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law. This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodations do not pose an undue hardship. Capgemini is committed to providing reasonable accommodations during our recruitment process. If you need assistance or accommodation, please reach out to your recruiting contact. Click the following link for more information on your rights as an Applicant http://www.capgemini.com/resources/equal-employment-opportunity-is-the-law Please be aware that Capgemini may capture your image (video or screenshot) during the interview process and that image may be used for verification, including during the hiring and onboarding process. Applicants for employment in the US must have valid work authorization that does not now and/or will not in the future require sponsorship of a visa for employment authorization in the US by Capgemini. **Job description** **:** TIO Consultant **KEY RESPONSIBILITIES** **:** + 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 **Required Skills:** + Business Consulting with Professional Service organisation + Large-scale BPO transformation and/or Professional Services experience + Experience of solutions for Contact Centres and digital channels + Ability to create a client proposal utilising 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) **Life at Capgemini** Capgemini supports all aspects of your well-being throughout the changing stages of your life and career. For eligible employees, we offer: + Flexible work + Healthcare including dental, vision, mental health, and well-being programs + Financial well-being programs such as 401(k) and Employee Share Ownership Plan + Paid time off and paid holidays + Paid parental leave + Family building benefits like adoption assistance, surrogacy, and cryopreservation + Social well-being benefits like subsidized back-up child/elder care and tutoring + Mentoring, coaching and learning programs + Employee Resource Groups + Disaster Relief **About Capgemini** 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, cloud and data, combined with its deep industry expertise and partner ecosystem. The Group reported 2023 global revenues of €22.5 billion. Get The Future You Want | www.capgemini.com **Disclaimer** Capgemini is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law. This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodations do not pose an undue hardship. Capgemini is committed to providing reasonable accommodations during our recruitment process. If you need assistance or accommodation, please reach out to your recruiting contact. Click the following link for more information on your rights as an Applicant http://www.capgemini.com/resources/equal-employment-opportunity-is-the-law Please be aware that Capgemini may capture your image (video or screenshot) during the interview process and that image may be used for verification, including during the hiring and onboarding process. Applicants for employment in the US must have valid work authorization that does not now and/or will not in the future require sponsorship of a visa for employment authorization in the US by Capgemini. **Job:** _Developer_ **Organization:** _BSv_ **Title:** _TIO consultant Role_ **Location:** _FL-Pensacola_ **Requisition ID:** _077303_