[Remote] Contact Center Sales & Solutions Leader

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Note: The job is a remote job and is open to candidates in USA. Capgemini is a global leader in consulting, digital transformation, technology and engineering services. The Contact Center Sales & Solutions Leader will be responsible for creating and closing sales pipelines of customer solutions to support the growth of the Intelligent Customer Operations Practice.


Responsibilities

  • Build a sales pipeline of both annuity and project-based opportunities
  • Support contact center opportunities across the deal cycle from intake and qualification through solution integration, proposal development and related governance
  • Consult with internal stakeholders across industry verticals to engage with existing and new clients
  • Create and drive industry leading Digital-First Omni-Channel CX strategies to meet customer & client needs
  • Assess existing processes and technology to identify opportunities for the introduction of new CX tools and methodologies and better outcomes for our clients
  • Optimize processes through the elimination of waste and leveraging technology to integrate/automate processes and tasks, resulting in improved outcomes (e.g. NPS, C-Sat, Cost to Serve)
  • Assist clients in optimizing their workforce and skill sets to meet service levels and changing demand periods
  • Recommend and outsource models that enable positive customer experiences and cost
  • Shape technology recommendations for clients that enhance their digital strategies

Skills

  • Experience of selling contact center solutions and outsourcing services for contact centers
  • Experience within commercial modeling and sizing
  • Management of a successfully delivered sales pipeline
  • Clear evidence of winning new client business in the Customer Operations and/or Contact Center markets
  • Ability to create Contact Center/CX solutions that support client objectives
  • Understanding of the latest Technology trends in the Contact Center and Digital Transformation market
  • Cross-sector experience, across Automotive, Retail, Consumer Products, Energy& Utilities, Telco & Media, and Financial Services industries
  • Experience in working on integrated Contact Center solutions and services in terms of technology, operational delivery, WFM, Learning, Reporting & Analytics and Quality
  • Process Improvement methodologies
  • A passion and desire to improve CX and support clients on their journey
  • Knowledge of simple automation principles; call deflection, webchat, conversational AI, chat bots
  • Experience of RFI/RFP processes and effective solution/proposal creation
  • Working knowledge of Contact Center solutions (e.g. Salesforce/Zendesk/AWS/Genesys Cloud/Google CC AI/NICE CXOne) advantageous

Benefits

  • Paid time off
  • Medical/dental/vision insurance
  • 401(k)

Company Overview

  • Capgemini is a software company that provides consulting, technology, and digital transformation services. It was founded in 1967, and is headquartered in Paris, Ile-de-France, FRA, with a workforce of 10001+ employees. Its website is https://www.capgemini.com.

    • Company H1B Sponsorship

  • Capgemini has a track record of offering H1B sponsorships, with 2856 in 2025, 3012 in 2024, 3424 in 2023, 4392 in 2022, 3311 in 2021, 5871 in 2020. Please note that this does not guarantee sponsorship for this specific role.

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