Engagement Manager

About Capgemini

Capgemini is a global leader specializing in consulting, digital transformation, technology, and engineering services. Boasting over 50 years of experience and a multicultural workforce of 270,000 employees across nearly 50 nations, the company empowers organizations to fulfill their business goals through comprehensive service offerings ranging from strategy to operations. Capgemini believes that technology's business value is realized through its people.

Role Summary

The Value Realization Office (VRO) leads efforts to transform customer service and contact center operations to deliver quantifiable business benefits. This role merges deep expertise in contact centers with transformation consulting, process optimization, AI-driven service delivery, and value realization. You will collaborate with clients and cross-functional teams to pinpoint opportunities, design future operating models, develop financial business cases, and ensure delivery of targeted operational, financial, employee, and customer experience outcomes. Acting as a trusted advisor, you will help businesses modernize customer service through people, process, technology, and AI-focused initiatives.

Key Responsibilities

• Assess contact center operations, customer service procedures, workforce strategies, technology platforms, and performance metrics.
• Design future-state operating models to enhance customer experience, drive operational efficiency, boost employee engagement, and improve business results.
• Spot opportunities for customer support modernization through automation, self-service, digital channels, knowledge management, and AI-enabled tools.
• Lead full lifecycle transformation initiatives, from strategy development to execution and benefit realization.
• Build business cases and value frameworks supporting transformation efforts.
• Set baseline metrics and key performance indicators, establish benefit tracking methods, and monitor results related to productivity, quality, customer satisfaction, employee experience, cost optimization, and revenue impact.
• Manage governance to secure sustained achievement of transformation goals.
• Evaluate and recommend cutting-edge technologies such as Generative AI, Agentic AI, conversational AI, intelligent automation, and agent assist capabilities.
• Collaborate with business and technical teams to identify valuable AI use cases and support AI adoption strategies and implementation roadmaps.
• Analyze workforce models and operations to align with evolving business needs while recommending enhancements to workforce management, quality programs, learning frameworks, and knowledge management.
• Support organizational redesign and capability development.
• Act as a trusted advisor to clients and internal leadership, facilitating executive workshops, strategy sessions, and transformation planning.
• Create executive presentations, recommendations, and business cases.
• Assist sales pursuits, proposal preparation, and RFI/RFP responses.
• Develop thought leadership through market insights and industry best practices regarding customer service transformation and AI-powered innovation.
• Contribute to new service offerings that distinguish Capgemini's market capabilities.
• Keep current on industry trends, emerging technologies, and best practices in customer experience, operational service, and AI-driven transformation.

Required Qualifications

• Minimum of 7 years’ experience in contact center operations, customer service consulting, transformation, or related areas.
• Proven track record leading contact center transformation projects.
• In-depth knowledge of customer service operating models, workforce management, quality assurance, training, reporting, analytics, and knowledge management.
• Experience creating business cases, value models, and transformation roadmaps.
• Familiarity with process improvement methodologies, such as Lean or Six Sigma.
• Excellent executive communication and presentation capabilities.
• Skilled in managing multiple stakeholders from both business and technology sectors.
• Demonstrated ability to lead projects and cross-functional teams.

Preferred Qualifications

• Experience with AI-based customer service technologies including Generative AI, Agent Assist, Virtual Agents, Conversational AI, and Agentic AI.
• Familiarity with CRM and service platforms like Microsoft Dynamics, ServiceNow, Salesforce, Zendesk, or Jira.
• Background in customer experience transformation initiatives.
• Consulting experience within large enterprise contexts.

Compensation and Benefits

For this position in the United States, the salary range is from $70,730 to $195,505 annually. Capgemini provides this range to comply with pay transparency regulations and notes that actual offers may vary based on factors such as location, education, certifications, skill level, seniority, market conditions, and internal pay equity. Typically, candidates are not hired at the top of this range. Additional compensation might include bonuses, commissions, or other incentives depending on role and applicable laws.

Full-time employees in the U.S. and Canada receive a comprehensive benefits package determined by local policies that may include:

• Paid time off (vacation 12-25 days by grade, holidays, personal days, sick leave)
• Medical, dental, and vision insurance (or equivalent provincial healthcare coordination)
• Retirement savings such as 401(k) or RRSP plans
• Life and disability insurance
• Employee assistance programs
• Additional benefits per local policy and eligibility

Additional Information

Compensation, including bonuses or commissions, is subject to company discretion, applicable laws, and may be amended or withdrawn. Capgemini is an Equal Opportunity Employer committed to workplace inclusion and cultural respect, including engagement with Indigenous communities in Canada. Reasonable accommodations during recruitment and employment are provided when needed. Candidate images may be captured during interviews for verification purposes. Applicants' rights in the U.S. are detailed in provided resources.

Capgemini is a globally respected business and technology transformation partner with over 340,000 employees worldwide, delivering end-to-end services leveraging AI, cloud, data, and industry expertise to drive client success and societal impact.