Next Gen Contact Center Strategist

We are hiring a senior Contact Center Transformation Leader to define and drive the next‑generation strategy for a multi‑country Genesys‑based Contact Center estate.

This is not a developer role — it is a strategic, architecture‑led, CX transformation role working directly with the Group Contact Center Head.

What This Role Will Own:

• Lead the end‑to‑end strategy for modernizing Genesys across Singapore, Hong Kong, Malaysia, India, and the new expansion into Thailand.
• Define the future-state CC architecture, operating model, and transformation roadmap.
• Drive the introduction of Conversational AI, starting with voice‑led onboarding journeys on Cognigy.
• Orchestrate regional CC modernization, ensuring consistency and scalability across markets.
• Steer the transition away from the incumbent (Infy) and position CG as the strategic CC partner.
• Lay the foundation for an AI‑driven, omni‑channel customer experience across the region.

Required Qualifications & Experience :

• 10+ years in Contact Center platforms and transformation.
• Deep experience in Genesys Cloud / Genesys Engage strategy (not configuration‑level).
• Strong background in Conversational AI, voice automation, (good to have ) : platforms like Cognigy, Nuance, or Google CCAI.
• Proven ability to define CC roadmaps, lead multi‑country programs, and work with CXO stakeholders.
• Experience in vendor transition, regional standardization, and enterprise‑scale CC modernization.

Competitive compensation and benefits package:

1. Competitive salary and performance-based bonuses
2. Comprehensive benefits package
3. Career development and training opportunities
4. Flexible work arrangements (remote and/or office-based)
5. Dynamic and inclusive work culture within a globally renowned group
6. Private Health Insurance
7. Pension Plan
8. Paid Time Off
9. Training & Development

Note: Benefits differ based on employee level.

About Capgemini

Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of over 340,000 team members in more than 50 countries. With its strong 55-year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, fueled by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms. The Group €22.5 billion in revenues in 2023.

https://www.capgemini.com/us-en/about-us/who-we-are/