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Job Description

Owns the contact center transformation lifecycle end-to-end - presales and chance shaping, greenfield CCaaS architecture, brownfield/legacy platform migration, and program governance through steady-state delivery for large multi-industry engagements, with a roadmap toward AI-led, self-service customer experience.

Key Responsibilities

• Lead presales engagements - RFP/RFI response, CX solution architecture, effort estimation and commercial shaping - and present win themes to executive level stakeholders.

• Own end-to-end solution design across omnichannel routing,



IVR/conversational AI, workforce management, quality management and CRM integration.

• Architect greenfield CCaaS stacks, including vendor and tooling selection and reference architecture creation.

• Define the roadmap toward AI-led contact centers - conversational AI/virtual agents, agent-assist, real-time analytics and self-service automation.

• Lead large-scale brownfield contact center modernization and legacy PBX/ACD-to-cloud migrations with minimal service disruption across multi-vendor environments.

• Own integration strategy across CRM, WFM and telephony platforms, including data migration and cutover/rollback planning.

• Own delivery governance for multi-year, multi-workstream transformation programs - scope, schedule, risk, quality and financials.

• Act as single technical point of accountability across design, build, test and operate phases, coordinating L1/L2/L3 deliv

📌 Contact Center Transformation Solution Architect | 12 to 16 years | Bangalore Gurgaon (Gurugram)
🏢 Capgemini
📍 Gurugram