AWS Contact Center Intelligence Solutions Lead

Job Title: AWS Contact Center Intelligence Solutions Lead

Job Location: Hybrid (preferred base locations - Atlanta, Dallas, Houston, San Francisco, Chicago, NYC area, and Seattle)

Job Description: The AWS Contact Center Intelligence Solutions Lead will be the primary contact and project leader overseeing the deployment of AWS solutions utilizing AWS Services.

Key Responsibilities

• Act as the primary contact for customers, managing all aspects of the project.
• Oversee the deployment of AWS solutions, utilizing necessary AWS services.
• Implement Generative AI capabilities to enhance real-time agent assistance and customer experiences.
• Configure and customize the contact center to meet specific customer requirements.
• Develop and execute comprehensive testing plans to ensure the solution meets performance and quality standards.
• Provide training and support to contact center agents and supervisors on new technologies.
• Monitor system performance and troubleshoot issues.
• Continuously optimize the contact center to improve customer satisfaction and operational efficiency.
• Provide regular status updates to the customer and project stakeholders.
  
  

Required Skills

• 5+ years of experience in managing contact center projects and operations.
• Extensive expertise in AWS Contact Center Intelligence solutions and Generative AI technologies.
• Strong technical skills, including experience with AWS services required for contact center solutions
• Proven experience using Gen AI models in the project.
• Strong experience with AWS Streaming services.
• Excellent communication and interpersonal skills for effective collaboration with customers and cross-functional teams.
• Proven ability to lead projects, manage timelines and budgets, and deliver results.
• Experience in providing training and support to contact center agents and supervisors.
• Strong analytical and problem-solving skills to optimize contact center performance.
  
  

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.

Capgemini discloses salary range information in compliance with state and local pay transparency obligations. The disclosed range represents the lowest to highest salary we, in good faith, believe we would pay for this role at the time of this posting, although we may ultimately pay more or less than the disclosed range, and the range may be modified in the future. The disclosed range takes into account the wide range of factors that are considered in making compensation decisions including, but not limited to, geographic location, relevant education, qualifications, certifications, experience, skills, seniority, performance, sales or revenue-based metrics, and business or organizational needs. At Capgemini, it is not typical for an individual to be hired at or near the top of the range for their role. The base salary range for the tagged location is [recruiter to insert salary range]. This role may be eligible for other compensation including variable compensation, bonus, or commission. Full time regular employees are eligible for paid time off, medical/dental/vision insurance, 401(k), and any other benefits to eligible employees. Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, or any other form of compensation that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.

Job

Developer

Schedule

Full-time

Primary Location

US-CA-San Francisco

Organization

I&D