GenAI Contact Center Transformation Specialist - Capgemini
San Francisco, CA
About the Job
Job Title: GenAI Contact Center Transformation Specialist
Job Location: Hybrid (preferred base locations - Atlanta, Dallas, Houston, San Francisco, Chicago, NYC area, and Seattle)
Job Description: The Contact Center and Conversational AI Specialist Manager will be a specialist in contact center solutions and sophisticated data driven AI applications. Responsible for leading and driving the development and implementation of Generative AI contact center and conversational AI capabilities for our customers. These engagements may include the use of existing IVR software platforms like Genesys, Avaya and newer Conversational AI platforms like Kore.ai, OneReach, 24/7 and similar systems.
Key Responsibilities:
Leadership: Lead the development and implementation of data driven automated contact center solutions using industry leading platforms and Generative AI solutions including Microsoft Copilot and Amazon Q.
+ Solution Design: Work with customers, stakeholders, and suppliers to establish high-level solutions.
+ Technical Expertise: Serve as the subject matter expert on Contact Center AI technologies and understand complementary technologies including machine learning, natural language processing, computer vision, and other relevant domains. Stay up to date with the latest advancements in AI and recommend suitable technologies for specific use cases.
+ Design and develop conversational and knowledge enablement solutions for customers and call center specialists using natural language processing (NLP) techniques, advanced ML models, and Generative AI. Create dialogue flows, intents, and responses to enable seamless interactions with users across various channels.
+ Lead all Digital Virtual agent/s plays and evaluation of newer technologies in Open Source LLMs and the potential to use 3rd party vendor solutions in specific industries
+ Lead the development and deployment of generative AI models for text generation, including language generation, content creation, and dialogue generation. Fine-tune models to produce coherent and contextually relevant responses.
+ Continuous Learning: Stay current on the latest advancements in conversational AI and generative modeling. Conduct ongoing research and analysis to identify market trends and opportunities.
+ Collaboration: Collaborate with product managers, designers, engineers, and other customers to define requirements, prioritize features, and deliver high-quality solutions. Work closely with data scientists and machine learning engineers to leverage data-driven insights for model development.
Required Skills:
+ Bachelor’s degree or higher in mathematics, computer science, artificial intelligence, or a relevant field. Advanced degrees (e.g., Master's, Ph.D.) preferred.
+ Proven experience in deploying and leveraging AI-driven contact center solutions to drive positive customer experience.
+ Proficiency in programming languages commonly used in AI development, such as Python, Java, or C . Experience with AI frameworks and libraries such as TensorFlow, PyTorch, or similar.
+ Strong understanding of natural language processing techniques, including intent recognition, entity extraction, sentiment analysis, and dialogue management.
+ Strong experience with full life cycle of contact center solutions (e.g., Google CCAI/Dialogflow, Amazon Connect, Genesys) and generative modeling techniques (e.g., GPT, Transformer models).
+ Highly preferred: Experience with Technology, Telco, Life Sciences or Retail domains
Life at Capgemini
Capgemini supports all aspects of your well-being throughout the changing stages of your life and career. For eligible employees, we offer:
+ Flexible work
+ Healthcare including dental, vision, mental health, and well-being programs
+ Financial well-being programs such as 401(k) and Employee Share Ownership Plan
+ Paid time off and paid holidays
+ Paid parental leave
+ Family building benefits like adoption assistance, surrogacy, and cryopreservation
+ Social well-being benefits like subsidized back-up child/elder care and tutoring
+ Mentoring, coaching and learning programs
+ Employee Resource Groups
+ Disaster Relief
About Capgemini
Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, cloud and data, combined with its deep industry expertise and partner ecosystem. The Group reported 2023 global revenues of €22.5 billion.
Get The Future You Want | www.capgemini.com
Disclaimer
Capgemini is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.
This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodations do not pose an undue hardship.
Capgemini is committed to providing reasonable accommodations during our recruitment process. If you need assistance or accommodation, please reach out to your recruiting contact.
Click the following link for more information on your rights as an Applicant http://www.capgemini.com/resources/equal-employment-opportunity-is-the-law
Please be aware that Capgemini may capture your image (video or screenshot) during the interview process and that image may be used for verification, including during the hiring and onboarding process.
Applicants for employment in the US must have valid work authorization that does not now and/or will not in the future require sponsorship of a visa for employment authorization in the US by Capgemini.
Job: _Developer_
Organization: _I&D_
Title: _GenAI Contact Center Transformation Specialist_
Location: _CA-San Francisco_
Requisition ID: _076095_
Job Location: Hybrid (preferred base locations - Atlanta, Dallas, Houston, San Francisco, Chicago, NYC area, and Seattle)
Job Description: The Contact Center and Conversational AI Specialist Manager will be a specialist in contact center solutions and sophisticated data driven AI applications. Responsible for leading and driving the development and implementation of Generative AI contact center and conversational AI capabilities for our customers. These engagements may include the use of existing IVR software platforms like Genesys, Avaya and newer Conversational AI platforms like Kore.ai, OneReach, 24/7 and similar systems.
Key Responsibilities:
Leadership: Lead the development and implementation of data driven automated contact center solutions using industry leading platforms and Generative AI solutions including Microsoft Copilot and Amazon Q.
+ Solution Design: Work with customers, stakeholders, and suppliers to establish high-level solutions.
+ Technical Expertise: Serve as the subject matter expert on Contact Center AI technologies and understand complementary technologies including machine learning, natural language processing, computer vision, and other relevant domains. Stay up to date with the latest advancements in AI and recommend suitable technologies for specific use cases.
+ Design and develop conversational and knowledge enablement solutions for customers and call center specialists using natural language processing (NLP) techniques, advanced ML models, and Generative AI. Create dialogue flows, intents, and responses to enable seamless interactions with users across various channels.
+ Lead all Digital Virtual agent/s plays and evaluation of newer technologies in Open Source LLMs and the potential to use 3rd party vendor solutions in specific industries
+ Lead the development and deployment of generative AI models for text generation, including language generation, content creation, and dialogue generation. Fine-tune models to produce coherent and contextually relevant responses.
+ Continuous Learning: Stay current on the latest advancements in conversational AI and generative modeling. Conduct ongoing research and analysis to identify market trends and opportunities.
+ Collaboration: Collaborate with product managers, designers, engineers, and other customers to define requirements, prioritize features, and deliver high-quality solutions. Work closely with data scientists and machine learning engineers to leverage data-driven insights for model development.
Required Skills:
+ Bachelor’s degree or higher in mathematics, computer science, artificial intelligence, or a relevant field. Advanced degrees (e.g., Master's, Ph.D.) preferred.
+ Proven experience in deploying and leveraging AI-driven contact center solutions to drive positive customer experience.
+ Proficiency in programming languages commonly used in AI development, such as Python, Java, or C . Experience with AI frameworks and libraries such as TensorFlow, PyTorch, or similar.
+ Strong understanding of natural language processing techniques, including intent recognition, entity extraction, sentiment analysis, and dialogue management.
+ Strong experience with full life cycle of contact center solutions (e.g., Google CCAI/Dialogflow, Amazon Connect, Genesys) and generative modeling techniques (e.g., GPT, Transformer models).
+ Highly preferred: Experience with Technology, Telco, Life Sciences or Retail domains
Life at Capgemini
Capgemini supports all aspects of your well-being throughout the changing stages of your life and career. For eligible employees, we offer:
+ Flexible work
+ Healthcare including dental, vision, mental health, and well-being programs
+ Financial well-being programs such as 401(k) and Employee Share Ownership Plan
+ Paid time off and paid holidays
+ Paid parental leave
+ Family building benefits like adoption assistance, surrogacy, and cryopreservation
+ Social well-being benefits like subsidized back-up child/elder care and tutoring
+ Mentoring, coaching and learning programs
+ Employee Resource Groups
+ Disaster Relief
About Capgemini
Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, cloud and data, combined with its deep industry expertise and partner ecosystem. The Group reported 2023 global revenues of €22.5 billion.
Get The Future You Want | www.capgemini.com
Disclaimer
Capgemini is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.
This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodations do not pose an undue hardship.
Capgemini is committed to providing reasonable accommodations during our recruitment process. If you need assistance or accommodation, please reach out to your recruiting contact.
Click the following link for more information on your rights as an Applicant http://www.capgemini.com/resources/equal-employment-opportunity-is-the-law
Please be aware that Capgemini may capture your image (video or screenshot) during the interview process and that image may be used for verification, including during the hiring and onboarding process.
Applicants for employment in the US must have valid work authorization that does not now and/or will not in the future require sponsorship of a visa for employment authorization in the US by Capgemini.
Job: _Developer_
Organization: _I&D_
Title: _GenAI Contact Center Transformation Specialist_
Location: _CA-San Francisco_
Requisition ID: _076095_
Source : Capgemini