Director, Contact Center AI

At Capgemini Invent, we believe difference drives change. As inventive transformation consultants, we blend our strategic, creative and scientific capabilities, collaborating closely with clients to deliver cutting-edge solutions. Join us to drive transformation tailored to our client's challenges of today and tomorrow. Informed and validated by science and data. Superpowered by creativity and design. All underpinned by technology created with purpose. About The Job You’re Considering We are seeking a Director, Contact Center AI to lead client delivery and growth across AI-enabled contact center transformation. This role is approximately 65% delivery and 35% sales, requiring a senior consulting leader who can own complex client programs while also shaping new opportunities. The Director will help clients move beyond traditional contact center modernization toward AI-native service operations, where strategy, experience design, platforms, data, governance, and adoption work together to deliver measurable business outcomes. The successful candidate will be a senior consulting leader who can operate at the intersection of business strategy, service operations, customer experience, AI, and technology delivery. They will be credible with executives, practical with delivery teams, commercially sharp with account leaders, and focused on turning Contact Center AI from isolated use cases into scaled business value. Your Role and Responsibilities Lead Contact Center AI programs from strategy through implementation, adoption, and value realization. Advise senior client stakeholders across customer service, operations, technology, digital, data, risk, and transformation functions. Define AI-enabled contact center strategies, target operating models, roadmaps, business cases, and de

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