[Remote] Amazon Connect Solutions Leader

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. They are seeking an Amazon Connect Solutions Leader to manage consultants and implement solutions for Contact Centers, focusing on Amazon Connect CCaaS and enhancing client and consumer experience.

Responsibilities

• Experience of solutions for Contact Centers and digital channels
• Experience in building solution and implementing Amazon Connect CCaaS
• Management of Consultants or Process Transformation/Improvement team
• Experience within commercial modelling and sizing along with expertise in ability to estimate, size, come up with dependencies/assumptions in solutioning & operating Contact Centers.
• Experience in creating Contact Center solutions closely with leads and clients, with emphasis on technical solution architecture and design, including telephony, CRM/KM, workforce management, staffing model development, etc.
• Have lead the development and execution of end-to-end operational strategies and plans that enhance the client and consumer experience and successful execution of Contact Center pursuits.
• Should be able to contribute to overall solution and service design, including operating model, service standards, and staffing pyramid, as well as staff vetting and hiring to build a high performing team that successfully delivers outcomes for targeted client priorities.
• Proven ability to assess and provide strategic guidance to resolve mission critical problems, create outcome focused policies, and establish procedures that achieve business objectives.
• Expertise/Experience with the application and infrastructure ecosystem in terms of Products and technologies for Contact Centers
• Proven success transforming solutions into deliverables, in the Contact Center space: to include, Contact Center Operations, Workforce Management (WFM), Content and Knowledge Management (KM), Quality Assurance (QA), Training, Technology (CRM/KM, IVR/ACD, WFM, QM, etc.), Performance Management, Financial Management, Contract Management, Vendor Management, etc.
• Process Improvement methodologies
• A passion and desire to improve CX and support clients on their journey

Skills

• Experience of solutions for Contact Centers and digital channels
• Experience in building solution and implementing Amazon Connect CCaaS
• Management of Consultants or Process Transformation/Improvement team
• Experience within commercial modelling and sizing along with expertise in ability to estimate, size, come up with dependencies/assumptions in solutioning & operating Contact Centers.
• Experience in creating Contact Center solutions closely with leads and clients, with emphasis on technical solution architecture and design, including telephony, CRM/KM, workforce management, staffing model development, etc.
• Have lead the development and execution of end-to-end operational strategies and plans that enhance the client and consumer experience and successful execution of Contact Center pursuits.
• Should be able to contribute to overall solution and service design, including operating model, service standards, and staffing pyramid, as well as staff vetting and hiring to build a high performing team that successfully delivers outcomes for targeted client priorities.
• Proven ability to assess and provide strategic guidance to resolve mission critical problems, create outcome focused policies, and establish procedures that achieve business objectives.
• Expertise/Experience with the application and infrastructure ecosystem in terms of Products and technologies for Contact Centers
• Proven success transforming solutions into deliverables, in the Contact Center space: to include, Contact Center Operations, Workforce Management (WFM), Content and Knowledge Management (KM), Quality Assurance (QA), Training, Technology (CRM/KM, IVR/ACD, WFM, QM, etc.), Performance Management, Financial Management, Contract Management, Vendor Management, etc.
• Process Improvement methodologies
• A passion and desire to improve CX and support clients on their journey
• Minimum 5 to 10 years of consulting experience or other relevant experience related to successful delivery of Contact Center Technology Solution involving Amazon Connect for opportunities as part of Presales solutions team
• Minimum 7 to 10 years of experience working in multi-client BPO provider with Contact Center Technology platforms predominantly having worked on Amazon Connect, Genesys cloud etc. with additional experience is contact center platforms

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 2228 in 2025, 3016 in 2024, 3425 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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