Contact Centre SME - Nice, London, UK

About the Job you are considering:

We are seeking experienced Contact Centre SME (NICE) with strong expertise in Banking domain who will overseeing the planning, execution, and successful delivery of projects

Hybrid working:

The places that you work from day to day will vary according to your role, your needs, and those of the business; it will be a blend of Company offices, client sites, and your home; noting that you will be unable to work at home 100% of the time.

Your Role:

We are seeking a highly experienced and commercially driven Contact Centre Subject Matter Expert (SME) to lead growth, business development, and go-to-market (GTM) initiatives within our Financial Services practice. This role is ideal for a proactive, self-motivated professional with a proven track record of driving business outcomes in the Contact Centre and Customer Experience (CX) space through strategic engagement with technology partners, customers, and internal stakeholders.
The successful candidate will possess deep expertise across modern Contact Centre platforms such as NICE CXone, Genesys Cloud, Amazon Connect, and other leading CCaaS solutions. They will be responsible for identifying market opportunities, building partner relationships, shaping solutions, influencing clients, and driving revenue growth across the Financial Services sector.

Your Skills:

• Develop and execute GTM strategies to drive growth in the Contact Centre and Customer Experience business.
• Identify, qualify, and pursue new business opportunities within the Financial Services sector.
• Collaborate closely with sales, alliances, marketing, and delivery teams to build a robust pipeline and accelerate revenue growth.
• Lead customer discussions, workshops, and executive briefings to position Contact Centre transformation solutions.
• Act as a trusted advisor to clients on CX, digital transformation, AI, automation, and cloud contact centre strategies.
• Establish and strengthen strategic relationships including NICE, Genesys etc.
• Drive joint GTM initiatives, co-sell opportunities, partner-led campaigns, and solution development.
• Represent the organisation at partner forums, industry events, and customer engagements.
  Solution & Industry Leadership
• Serve as the SME for Contact Centre technologies, architectures, and industry trends and Liaise with the Global team within Capgemini to build and pitch solutions.
• Support solution design, proposal development, RFP responses, and client presentations.
• Provide thought leadership on emerging technologies including AI, Conversational AI, Workforce Management, Digital Channels, and Contact Centre Modernisation.
• Work independently while effectively engaging cross-functional teams and the wider CoE.
• Build strong relationships with executive stakeholders, customers, partners, and internal teams.
• Mentor teams and contribute to developing organisational capabilities in the Contact Centre domain.
  
  

We are a Disability Confident Employer:

Capgemini is proud to be a Disability Confident Employer (Level 2) under the UK Government’s Disability Confident scheme. As part of our commitment to inclusive recruitment, we will offer an interview to all candidates who:

• Declare they have a disability, and
• Meet the minimum essential criteria for the role.
• Please opt in during the application process.
  
  

Make It Real (what does it mean for you):

• You’d be joining an accredited Great Place to work for Wellbeing in 2024. Employee wellbeing is vitally important to us as an organisation. We see a healthy and happy workforce a critical component for us to achieve our organisational ambitions.
• To help support wellbeing we have trained ‘Mental Health Champions’ across each of our business areas, and we have invested in wellbeing apps such as Thrive and Peppy.
• You will be empowered to explore, innovate, and progress. You will benefit from Capgemini’s ‘learning for life’ mindset, meaning you will have countless training and development opportunities from thinktanks to hackathons, and access to 250,000 courses with numerous external certifications from AWS, Microsoft, Harvard ManageMentor, Cybersecurity qualifications and much more.
• You will be joining one of the World’s Most Ethical Companies®, as recognised by Ethisphere® for 13 consecutive years. We live our values by making ethical business choices every day. Working ethically is at the centre of our culture at Capgemini, meaning you will be helping to create a future we can all be proud of.
  
  

Why you should consider Capgemini:

Growing clients’ businesses while building a more sustainable, more inclusive future is a tough ask. When you join Capgemini, you’ll join a thriving company and become part of a collective of free-thinkers, entrepreneurs and industry experts. We find new ways technology can help us reimagine what’s possible. It’s why, together, we seek out opportunities that will transform the world’s leading businesses, and it’s how you’ll gain the experiences and connections you need to shape your future. By learning from each other every day, sharing knowledge, and always pushing yourself to do better, you’ll build the skills you want. You’ll use your skills to help our clients leverage technology to innovate and grow their business. So, it might not always be easy, but making the world a better place rarely is.

About Capgemini:

Capgemini is an AI-powered global business and technology transformation partner, delivering tangible business value. We imagine the future of organizations and make it real with AI, technology and people. With our strong heritage of nearly 60 years, we are a responsible and diverse group of over 420,000 team members in more than 50 countries. We deliver end-to-end services and solutions with our deep industry expertise and strong partner ecosystem, leveraging our capabilities across strategy, technology, design, engineering and business operations. The Group reported 2025 global revenues of €22.5 billion.

Make it real | www.capgemini.com